Specialist, Customer Support - Vaccines Account Specialist

Merck

11h • Remote

About The Position

The Vaccines Account Specialist (VAS) team is a headquarters-based, remote engagement team responsible for providing customer service support with a focus on delivering an industry leading customer experience. This position plays a critical role by providing account and commercial offer enrollment support, placing orders, addressing account inquiries, and supporting issue resolution for direct purchase accounts. The VAS will also provide support for commercial offer enrollments, customer pricing, and issue resolution for indirect customers as appropriate. As the first line in customer service support through our company's Vaccine Customer Center (MVCC), this role is responsible for answering the inbound customer calls and customer issue resolution.
The VAS reports to the VAS Team Leader and is part of the Contracting and Customer Experience team within the US Vaccines Contracting and Distribution Strategies organization. The VAS is responsible for ensuring all their activities adhere to the spirit and letter of all Company Policies and US Laws and Regulations.

Requirements

• High School diploma or GED
• Relevant experience required with 3+ years of previous customer service experience, remote or telephone customer service experience preferred
• Experience in a fast-paced environment with compliance driven processes
• Ability to work independently in a remote environment with minimal supervision and follow-up needed
• Ability to function effectively with other team members in a remote team environment
• Excellent communication and listening skills with a strong focus on the customer
• Efficient computer and data entry skills; ability to learn new systems and programs quickly
• Strong multi-tasking ability, including ability to work in multiple systems simultaneously
• Detail oriented and can follow projects or tasks through to completion
• Ability to understand root causes of issues and effectively solve problems using approved processes

Nice To Haves

• Associate’s or BA/BS degree
• Experience with business-to-business customer account support
• Experience in the healthcare or pharmaceutical industry

Responsibilities

• Provide inbound direct account order and payment process support to customers.
• Address inquiries, track, and resolve issues related to vaccine orders and shipments from initial customer discussion through resolution. Escalating issues to appropriate contacts or teams as needed.
• Maintain complete knowledge and understanding of our terms and conditions and respond to customer inquiries about pricing and commercial offers.
• Provide complete and accurate customer account information including commercial offer alignment using our company's systems and approved resources.
• Assist customers with commercial offer and direct purchase account enrollment processes
• Reactively address product order questions using approved resources.
• Log customer interactions and utilize issue tracking systems to maintain appropriate documentation.
• Aid customers navigating the customer-facing platforms and portals, addressing any high-level technical issues or inquiries.
• Partner with field-based employees to support customer account inquiries and issues.

Benefits

• The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
• We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED