Specialist, Customer Support - Vaccines Account Specialist

Job Description

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.

Responsibilities include and are not limited to the following:

• 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.

 

Qualifications:

Minimum 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

Preferred Qualifications:

• Associate’s or BA/BS degree

• Experience with business-to-business customer account support

• Experience in the healthcare or pharmaceutical industry

#MSJR

Required Skills:

Business, Business, Business Administration, Customer Accounts, Customer Experience Management, Customer Portals, Customer Relationship Management (CRM), Customer Satisfaction Surveys, Customer Service, Customer Service Communication, Customer Service Management, Customer-Support, Data Analysis, Field Sales Support, Industrial Maintenance, Issue Tracking, Issue Tracking Systems, Microsoft Office, Order Processing, Promotional Activities, Quota Management, Report Preparation, Sales Data Management, Sales Quotes, Sales Services {+ 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

$71,900.00 - $113,200.00

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:

Remote

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

03/17/2026

*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.