GSA Customer Excellence Partner

Merck•Burlington, MA

7d•Hybrid

About The Position

This role supports customers and delivers value-added services in global operational topics. The GSA CS Partner acts as the single point of contact for Lead-to-Invoice activities between Global Strategic Accounts (GSA), GSA Directors, and internal stakeholders. The focus is on delivering value-added support to GSAs through a proactive, global, and long-term approach. This role serves as a key link between customers, GSA Directors, and internal teams, including regional Customer Service, Sales, and Supply Chain, to enhance customer experience and provide differentiated service offerings. The position operates within a global team, with most interactions occurring virtually, though domestic and potentially international travel may be required. In collaboration with the GSA Director, the role aims to improve customer satisfaction, enhance service, and positively impact revenue.

Requirements

Bachelor’s degree in Business, Marketing, Chemistry, Biology or other Business or Life Science discipline.
2+ years’ Experience in customer-facing roles.

Nice To Haves

Fluent in English, both written and spoken; additional languages are a plus.
Proactive with strong sense of urgency and ability to prioritize.
Strong negotiation skills with a diplomatic, solution-oriented approach.
Able to quickly identify issues and drive effective resolutions.
Clear and professional communicator with strong presentation skills.
Advanced Excel user.
Familiarity with systems like SFDC, SAP, Oracle, PRE, AERA, TW is a plus.
Strong customer focus with ability to collaborate across diverse teams and build relationships.
Comfortable working independently in a fast-paced, matrix environment and taking ownership.

Responsibilities

Act as the single point of contact for Lead-to-Invoice activities between Global Strategic Accounts (GSA), GSA Directors, and internal stakeholders.
Deliver value-added support to GSAs through a proactive, global, and long-term approach.
Serve as a key link between customers, GSA Directors, and internal teams (regional Customer Service, Sales, Supply Chain) to enhance customer experience and provide differentiated service offerings.
Maintain strong knowledge of Customer Service processes and organization to anticipate needs and ensure customer satisfaction.
Manage supply chain topics including order escalations, OTIF analysis, and supply communication.
Support Sales on yearly and special pricing agreements by understanding global and local setups, advising on pricing logic and system constraints, and coordinating stakeholders to meet timelines.
Influence in a matrix organization to resolve customer issues not covered by standard processes.
Join customer calls, meetings, and presentations when Customer Service input is needed.
Represent Customer Service during customer visits, audits, and business reviews.
Track performance metrics such as SLAs and align with customer expectations.
Partner with Supply Chain Innovation and Development on long-term supply improvements.
Work closely with cross-functional teams including Supply Chain, Logistics, Finance, Legal and Operations.
Support escalations through strong collaboration with Commercial, Quality, SCID and others.
Manage global complaint follow-up and ensure visibility on open cases.