Senior Specialist, Customer Account Representative

Job Description

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).

Key Responsibilities include but are not limited to:

• 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.

Qualifications:

Minimum 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.

Preferred Experience and Skills:

• 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.

Required 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 {+ 4 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

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.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.

The salary range for this role is

$117,000.00 - $184,200.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

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.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

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:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Hybrid

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

03/28/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.