Senior Specialist, Customer Account Representative

Merck•North Wales, PA

13h•Hybrid

About The Position

The Senior Specialist, Customer Account Representative serves as the designated point of contact for the activities and programs with our Company’s customers, such as but not limited to: National and Regional Wholesalers and Distributors, CDC, Federal and State customers, and the Public Sector, relative to the order management of all our Company's products. Additionally, they: engages, advocates and seeks resolution for customer needs when issues/opportunities are presented; helps to achieve marketing and sales objectives for new product launches by ensuring the ordering system (SAP) is correct so that eligible customers are able to get the product according to the launch teams plan; and participates on project teams with other areas of our Company to address and manage business, process, and system issues. The CAR Senior Specialist role ensures the strategies of marketing, manufacturing, corporate and commercial operations are executed as intended using our ordering system (SAP).

Requirements

Bachelor's degree (BS/BA).
Minimum of 3 years’ experience in Customer Service and/or Account Management.
Ability to work hybrid at the North Wales (Upper Gwynedd), Pennsylvania office at least 3 days per week.
Demonstrated ability to anticipate and solve problems.
Proficiency in Microsoft applications.
Strong business judgment and decision-making ability.
Ability to work independently.
Excellent communication; written, verbal & presentation skills.
Strong project management skills.
Strong interpersonal and effective collaboration skills.
Ability to optimize operations and champion change.
Experience and success in cross-functional leadership and teamwork.
Strong analytical and technical skills.
Account Management
Account Management
Adaptability
Business Initiatives
Communication
Contract Management
Customer Connect
Customer Experience Management
Customer Insights
Customer Relationship Management (CRM)
Customer Service
Data Analysis
Department Of Justice (DOJ)
Financial Acumen
Global Logistics
International Shipping
Interpersonal Relationships
Manufacturing
Market Access Strategies
Market Management
Microsoft Applications
Product Knowledge
Project Management
Regulatory Compliance
Sales Objectives

Nice To Haves

Knowledge of our Company's product line, customer base and pharmaceutical marketing is beneficial.
Customer service experience with major/national customers.
Knowledge of SAP, particularly the Order to Cash components.
Pharma/Biotech industry experience.

Responsibilities

Act as a central point of contact within our Company's Order Management Center for assigned wholesaler/distributor customers, and/or government customers like the CDC.
Partner with National Account Executives and leverage customer relationships to address customer specific issues and pull through key business initiatives in support of our Company’s Order to Cash objectives.
Act as a liaison between customers and internal organizations of our Company (Marketing, Global Logistics, our Manufacturing Division, etc.) to address key operational issues.
Collaborate with marketing, research, manufacturing, and other internal stakeholders to strategically implement business/customer objectives, marketing programs, product launches, and new divisions or acquisitions aligned to the Order Management Center.
Manage customer orders, analyze to understand ordering levels and patterns, review and analyze inventory status within the channel, and make recommendations when maximum quantities are reached.
Analyze the customers’ performance and manage adherence relative to multiple inventory/distribution agreements (Distribution Services Agreement (DSA), Specialty Distribution Services Agreement (SD DSA), Physician Distributor Services Agreement (PD DSA), our Company's Vaccines agreement (MV Prime), in addition to our Company's Authorized Distributor Agreement and our Company’s Terms and Conditions of Sale. Facilitate the implementation of amendments to above programs to adjust to changing business needs.
Investigate and resolve shipping issues, manage problem resolution, and address questions regarding product returns and recalls, escalating as necessary to the Returns Analyst. Ensure that customers receive a high level of customer service while maintaining compliance to our Company’s terms and conditions of sale, laws, regulations and policies.
Collaborate with customers, Pharmacy & Distribution, our Company's Vaccines, and product/brand teams to support new product launches and additions to existing product lines as it relates to Order to Cash. Ensure marketing programs can be executed. Provide customers with required documentation and manage orders to ensure receipt within Stocking Incentive timeline and adherence to recommended quantities.
Function as point for Department of Defense and Department of Veterans Affairs, managing all issues related to order management for these customers.
Ensure company and regulatory compliance requirements are achieved, which includes ensuring the appropriate review/approval processes are adhered to.
Function as OMC point for International Shipping of product and act as liaison with Distribution and Logistics (D&L) team.
Communicate with customers on key issues regarding price increases, product deletions, product backorders, policy changes, allocations, etc.
Collaborate with Accounts Receivable counterpart in Costa Rica to resolve issues and claims in a timely manner, as required by the multiple Distribution Services Agreements, our Company's Authorized Distributor Agreement and our Company's Terms and Conditions.
Maintain a high level of proficiency in SAP and other relevant systems and applications.
Manage ad hoc projects as assigned by management.

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.

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