Job Description

Job Description and Responsibilities

Primary responsibilities for this position include, but are not limited to, the following:

Manages the timely, accurate and compliant processing of sales orders to wholesalers, distributors, retail chains, hospitals and physician officesAssures timely and useful updates on orders to the customersExecute timely, accurate and compliant the process of customer interactions, queries, inbound and outbound calls, emails, chats, claims and returns.Communicate and align both proactive and reactive communication and information related to stakeholders.Supports Pharmacovigilance and Quality activities.Supports Customer Orders status, working cross functionally with all stakeholders.CustomerLink support.Manage HCPs registration process and supports their training activities.Handle procedure and process updates in global process documentation.Manage transition projects related to Customer Service processes.Claims / issue resolution including creation of Credit Memos, Debit Memos and Returns.Develops reporting for Supply Chain, Channel Development, Finance stakeholders or others as neededSupport 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.SOP’s & WI’s updates including Monthly/Quarterly SOX controls review Manages the generation of claims into the system.Provide audit documentation as required and make sure the internal compliance policies are appliedParticipating in operational monthly/weekly team meetings interfaces.Support for projects implementation or improvements initiatives.Execute month end activities as expected according to timelines agreed.SOP’s & WI’s updates including Monthly/Quarterly SOX controls review Manages the generation of claims into the system.

Qualifications

Education & Experience Required:

Bachelor’s Degree in Business Administration, Supply Chain or FinanceMinimum of 2 years of experience in a finance or supply chain department of a multinational company is desiredOrder Management experience is desired

Language Requirements:

English language skills (both speaking and writing) requiredSpanish (both speaking and writing) requiredPortuguese (both speaking and writing) required

Skills Required:

Ability to work independently and with a team in a fast-paced and high-volume environment with emphasis on accuracy and timelinessStrong communication, interpersonal, and organization skills requiredAdvanced PC skills (MS Excel, Word, PowerPoint) requiredExperience using SAP is advantage

Physical Position Requirements:

Prague, Czech RepublicBe willing to periodically travel to local markets sites

Current Employees apply HERE

Current Contingent Workers apply HERE

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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

12/31/2024

*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.

Requisition ID:R327243