Otc Csc Senior Specialist

hace 1 mes

Zaragoza, Zaragoza, España Msd A tiempo completo
Job Description

As a Senior Customer Service Specialist at Msd, you will be responsible for managing a team of Customer Service Analysts. Your primary goal will be to ensure timely, accurate, and compliant processing of customer interactions, queries, and communications. You will coordinate daily process activities, review, and manage pending actions, analyze results, and report to the leadership team. Additionally, you will monitor and ensure the consecution of main KPIs, such as Customer Service Level, % Abandon Ratio, and HCPs Record Validation. You will also support Pharmacovigilance and Quality activities, as well as Customer Orders status, working cross-functionally with OTC, SBS, Commercial Ops, and Logistics.

Responsibilities

• Manage a team of Customer Service Analysts responsible for execution of timely, accurate, and compliant processing of customer interactions, queries, and communications.
• Coordinate daily process activities, review, and manage pending actions, analyze results, and report to the leadership team.
• Monitor and ensure the consecution of main KPIs, such as Customer Service Level, % Abandon Ratio, and HCPs Record Validation.
• Support Pharmacovigilance and Quality activities.
• Support Customer Orders status, working cross-functionally with OTC, SBS, Commercial Ops, and Logistics.
• Own the HCPs registration process and support their training activities.
• Manage and evaluate the 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 the hiring process for the team and onboarding and training new team members.
• Conduct 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.
• Supervise and manage the generation of claims into the system.
• Coordinate internal and external audit preparation and sample preparation.
• Participate in operational monthly/weekly managers meetings interfaces.
• Support projects implementation or improvements initiatives.
• Vacation & training planning (organizing back up).
• Execute month-end activities as expected according to timelines agreed.

Qualifications

• Bachelor's Degree, desirable in Business Administration, Supply Chain or Finance.
• Minimum 2 years of experience in Customer Service, Finance or supply chain department.
• 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.

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