Job Description

Job Description Summary

OUR COMPANY is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products.   Today, we are building a new kind of healthcare company – one that is ready to help create a healthier future for all of us.

Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of an individual like you.  To this end, we strive to create an environment of mutual respect, encouragement and teamwork.  As part of our global team, you’ll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

OUR COMPANY Business Service Centers (BSC), located across three regions (Americas, Europe, and Asia), are responsible for the timely and efficient delivery of standardized, global financial processes. The BSC – Europe in Prague, Czech Republic is responsible for the execution and delivery of a broad range of financial services and processes across OUR COMPANY business divisions and markets for the Europe region.

OTC OM Specialist is responsible for the management of OTC Order Management (Sales Order Entry, Credit and Debit notes, Returns, Claims management, Customer Service). This position must provide the proper follow up and analysis for market assigned ensuring all transactional activity is properly recorded and compliant with country statutory and tax requirements. This position also ensures that interaction with all major stakeholders is maintained.

Job Description and Responsibilities

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

Execute 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 OTC, Commercial Ops. and LogisticsManage 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 analysis / issue resolution.Claim registration, update and approval flow in PowerApps for different stakeholders.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.

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 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 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

Our employees are the key to our company’s success.  We demonstrate our commitment to our employees by offering a competitive and valuable rewards program.  Our Company’s benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives.

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:

03/11/2025

*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:R337507