Senior Specialist, Project Manager - Customer Service Center

Merck•North Wales, PA

11h•Hybrid

About The Position

The Customer Service Center (CSC) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSC team manages customer, consumer and employee service interactions in the National Service Center, Field Service Center, Promotional Contact Center and Switchboard. These interactions occur across communication channels such as digital, email, chat, phone and mail for all company products/vaccines and company information requests. The CSC team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market. The CSC Senior Specialist position is a critical role, which has primary responsibility for the execution of the customer service engagement strategy of the contact centers (e.g. National Service Center) which service our customers, consumers, and employees for the enterprise-wide U.S. market. This role ensures the strategies of marketing, research, manufacturing, corporate and commercial operations are demonstrated in our customer interactions.

Requirements

Bachelor's Degree (BA/BS) and a minimum of 3 years of customer service/sales experience
Ability to work hybrid at the North Wales (Upper Gwynedd), Pennsylvania office at least 3 days per week
Excellent communication; written, verbal & presentation skills
Strong project management and problem-solving skills
Strong interpersonal and effective collaboration skills
Customer centric focus with customer care experience
Process oriented and attention to detail
Experience and success in cross-functional leadership and teamwork
Strong analytical and technical skills

Nice To Haves

Field Sales Experience
Sales Operations Experience
Promotional Review Experience
Experience working in a Pharmaceutical/Vaccine Customer Contact Center
Compliance/Regulatory Experience
Contact Center telephony and CRM experience

Responsibilities

Collaboration with marketing, research, manufacturing, global communications and other internal stakeholders to strategically apply capabilities and develop and execute contact center strategies to support their business/customer objectives, marketing programs, product launches, product label changes, and media/market events.
Manage development and execution of customer/consumer/employee multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience.
Ensures company and regulatory compliance requirements are achieved, which includes the appropriate review/approval processes are adhered to.
Development of new hire and on-going training materials. This includes product information, customer communications, standard operating procedures, systems, new channel capabilities, customer experience, adverse event and product quality reporting.
Collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues.
Manage escalated customer requests to resolution, and assess customer interactions to continually enhance the customer experience and achieve operational excellence
Monitor, analyze, and report customer insights with internal stakeholders, and implement innovative customer focused solutions and customer experience enhancements.
Achieve quality performance, and key performance metrics
Deliver the desired customer experience
Adhere to standard operating procedures and ensure compliance
Develop ongoing enhancements to deliver high quality customer interactions, and increase operational efficiency and effectiveness
Routinely perform quality checks and partner with strategic vendors to provide coaching and best practices
Ensures the delivery of the desired customer experience for all customer/employee engagements
Collaborates with Operations team to support system enhancements, develop/execute new IT capabilities and solutions to improve operational efficiency and effectiveness.