Channel Operations Specialist

Merck•Boston, MA

About The Position

We are seeking a highly detail-oriented and analytically strong professional whose work directly supports revenue generation for EMD Serono. In addition to executing and reviewing customer transactions with precision, the Senior Specialist plays a critical role in driving process excellence, operational stability, and cross-functional alignment across the order-to-cash lifecycle. This role serves as a subject matter expert within the channel, proactively identifying risks, analyzing financial and operational impacts, and implementing sustainable process improvements. The Senior Specialist partners closely with internal stakeholders and external customers (wholesalers, pharmacies, patients) to ensure service excellence while optimizing system capabilities and improving scalability.

Requirements

Bachelor’s degree in Business or Life Science discipline OR High School Diploma or GED
3+ years of Biotech/Pharmaceutical experience in a commercial, supply chain, or customer service function.

Nice To Haves

Experience working in SAP
Advanced understanding of order-to-cash, serialization, and distribution
Ability to communicate openly and share information to foster trust while encouraging constructive debate, making informed decisions, and ensuring shared commitment to outcomes.
Demonstrated willingness to take risks and stand up for what is right while prioritizing the needs and experiences of customers and patients in all decisions.
Commitment to setting and reaching ambitious goals and setting high standards while acting in the best interest of the company and taking initiative to drive results.
Uphold ethical standards and being honest in all interactions.
Ability to streamline processes to focus on what matters and creates impact and acting quickly to adapt to changes.
Demonstrated ability to embrace new ideas, challenge the status quo, and seek innovative solutions while valuing diverse perspectives and treating others with respect and dignity.

Responsibilities

Execute and review complex customer transactions with high accuracy and revenue awareness.
Serve as the primary point of contact for channel customers, delivering responsive, professional support.
Act as SME for order-to-cash, channel dynamics, and system functionality.
Lead or support cross-functional projects focused on process improvement, system optimization, and operational efficiency.
Analyze operational data and financial impacts to identify root causes of discrepancies and revenue leakage.
Develop and implement corrective and preventive actions to drive long-term process stability.
Proactively identify operational, financial, and compliance risks and implement mitigation strategies.
Partner with Finance, Supply Chain, Trade, and IT to enhance reporting, workflows, and SAP/system capabilities; drive automation and standardization.