Sr. Specialist, Shared Services Management - Medical Team Member

Job Summary The Customer Service Management (CSM) team drives, manages and implements remote two-way customer service engagements. The team handles customer, consumer and employee interactions across the National Service Center, Field Service Center, Promotional Contact Center and Switchboard through digital, social, chat, phone and mail channels for all company products and information requests. The CSM team also serves as the designated point of contact for intake of adverse events and product quality complaints for the U.S. market. Primary Responsibilities Resolve customer questions and concerns efficiently through active listening. Respond to National Service Center and Field Service Center inquiries using knowledge base documents, prescribing information, medication guides and company databases. Provide off‑label scientific/medical information to Healthcare Professionals in response to unsolicited inquiries. Document interactions, recording details of inquiries, complaints, comments and actions taken, including intake of adverse events and product quality complaints. Ensure delivery of the desired customer experience for all customer and employee engagements. Manage development and execution of internal and external stakeholders’ multi‑channel communications, workflow processes and operating procedures to ensure effective contact center operations. Implement new strategies, share status of operations and key performance metrics, and manage escalated issues. Manage escalated customer requests to resolution and continually enhance the customer experience to achieve operational excellence. Minimum Qualifications Bachelor’s degree (BA/BS) or equivalent. Healthcare Professional Degree (e.g., RN/BSN) or equivalent healthcare experience. Experience as a pharmaceutical Field Sales Representative or similar healthcare experience. Availability to work required hours: 11:00 AM – 7:00 PM EST. Scientific acumen and ability to summarize clinical trial/scientific information. Exceptional customer service skills and experience. Strong written and verbal communication skills. Customer‑centric focus with attention to detail. Good typing and computer skills. Ability to understand scientific information contained in prescribing information for products. Must pass certification upon completion of training to demonstrate proficiency in role. Meet all compliance, quality and productivity metrics. Preferred Experience and Skills Experience working in a Customer Relationship Management (CRM) system. Experience in project management. Salary $106,200.00 – $167,200.00 Benefits Comprehensive benefits package including medical, dental, vision, retirement benefits (401(k)), paid holidays, vacation, compassionate and sick days. All benefits apply to eligible employees. Equal Employment Opportunity Statement As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. Application Applications can be submitted through the company careers website. The posting is active until the day preceding the posting end date of 06/24/2026. #J-18808-Ljbffr Merck