Senior Customer Service Specialist

hace 2 días

Madrid, Madrid, España Merck Sharp & Dohme (Msd) A tiempo completo
Job Description

Merck Sharp & Dohme (Msd) is seeking a highly skilled Senior Customer Service Specialist to join our team. As a key member of our Customer Service department, you will be responsible for managing a team of Customer Service Analysts and ensuring timely, accurate, and compliant processing of customer interactions.

Key Responsibilities
  • Manage a team of Customer Service Analysts to execute timely, accurate, and compliant processing of customer interactions, queries, inbound and outbound calls, emails, chats, claims, and returns.
  • Coordinate and align proactive and reactive communication and information related to stakeholders.
  • Coordinate daily process activities, review, and manage pending actions, analyze results, and steward to the leadership team.
  • Monitor and ensure the consecution of main KPIs (Customer Service Level, % Abandon Ratio & HCPs Record Validation).
  • Support Pharmacovigilance and Quality activities.
  • Support Customer Orders status, working cross-functionally with OTC, SBS, Commercial Ops, and Logistics.
  • Own HCPs registration process and support 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
  • 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
  • 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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