Otc Csc Senior Specialist

hace 6 días

Zaragoza, Zaragoza, España Msd A tiempo completo
Job Title: Otc Csc Senior Specialist

Job Summary: We are seeking a highly skilled Otc Csc Senior Specialist to join our team at Msd. The successful candidate will be responsible for managing a team of Customer Service Analysts, ensuring timely and accurate processing of customer interactions, and coordinating communication with stakeholders.

Key Responsibilities:

  • Manage a team of Customer Service Analysts to ensure timely and accurate processing of customer interactions.
  • Coordinate communication with stakeholders, including customers, business partners, and operational teams.
  • Monitor and ensure the consecution of main KPIs, including Customer Service Level, % Abandon Ratio, and HCPs Record Validation.
  • Support Pharmacovigilance and Quality activities.
  • Own the HCPs registration process and support their training activities.
  • Manage and evaluate the team's performance, ensuring workload and resources 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.
  • 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.

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