OTC CSC SENIOR SPECIALIST

Job Description Job Description and Responsibilities Primary responsibilities for this position include, but are not limited to, the following.
Manage a team of Customer Service Analysts responsible for execution of timely, accurate and compliant processing of customer interactions, queries, inbound and outbound calls, emails, chats, claims and returns.
Coordinate and aligns both proactive and reactive communication and information related to stakeholders.
Coordinate daily process activities, review, and manage pending actions, analyze results and stewards to the leadership team.
Monitors and ensures the consecution of main KPIs (Customer Service Level, % Abandon Ratio & HCPs Record Validation) Supports Pharmacovigilance and Quality activities.
Supports Customer Orders status, working cross functionally with OTC, SBS, Commercial Ops.
and Logistics Owns HCPs registration process and supports their training activities.
Manage and evaluate team’s performance.
Ensure workload and resources of the team are up to date.
Handle procedure and process updates in global process documentation, provide recurrent reporting, and analysis requests.
Manage transition projects related to Customer Service processes.
Responsible for hiring process for the team and onboarding and training new team members.
Conducts timely updates on customer queries and inquiries.
Daily communication with customers including incoming calls, business partners and operational teams.
Proactively anticipate customers’ needs and deliver excellent customer service.
Main point of contact for area of responsibility for all stakeholders Monthly/Quarterly SOX controls review Supervises and manages the generation of claims into the system.
Coordinate internal and external audit preparation and sample preparation.
Participating in operational monthly/weekly managers meetings interfaces Support for projects implementation or improvements initiatives.
Vacation & training planning (organizing back up) Execute month end activities as expected according to timelines agreed.
Qualifications Education & Experience Required.
Bachelor’s Degree, desirable in Business Administration, Supply Chain or Finance Minimum 2 years of experience in Customer Service, Finance or supply chain department Language Requirements.
English (both written and spoken) required Spanish (both written and spoken) required Skills Required.
Ability to work independently and with a team in a fast-paced and high-volume environment with emphasis on accuracy and timeliness Strong communication, interpersonal, and organization skills required Advanced PC skills (MS Excel, Word, PowerPoint) required Experience using SAP is a plus Physical Position Requirements.
Spain Travel may be required               Current Employees apply HERE Current Contingent Workers apply HERE Search Firm Representatives Please Read Carefully  Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities.
All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.
No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.
Where agency agreements are in place, introductions are position specific.
Please, no phone calls or emails.
Employee Status.
Regular Relocation.
VISA Sponsorship.
Travel Requirements.
Flexible Work Arrangements.
Hybrid Shift.
Valid Driving License.
Hazardous Material(s).
Job Posting End Date.
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Requisition ID.
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