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Merck · 16 hours ago

Senior Specialist, Project Manager - Customer Service Center

North Wales, PA

Full-time

Hybrid

Mid, Senior Level

$104K/yr - $164K/yr

3+ years exp

Merck is a global healthcare company dedicated to improving health and well-being. They are seeking a Senior Specialist, Project Manager for their Customer Service Center to drive and manage customer service engagements across various communication channels, ensuring compliance and enhancing customer experience.

BiotechnologyHealth CareMedicalPharmaceutical

Comp. & Benefits

No H1B

Responsibilities

Collaboration with marketing, research, manufacturing, global communications and other internal stakeholders to strategically apply capabilities and develop and execute contact center strategies to support their business/customer objectives, marketing programs, product launches, product label changes, and media/market events

Manage development and execution of customer/consumer/employee multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience

Ensures company and regulatory compliance requirements are achieved, which includes the appropriate review/approval processes are adhered to

Development of new hire and on-going training materials. This includes product information, customer communications, standard operating procedures, systems, new channel capabilities, customer experience, adverse event and product quality reporting

Collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues

Manage escalated customer requests to resolution, and assess customer interactions to continually enhance the customer experience and achieve operational excellence

Monitor, analyze, and report customer insights with internal stakeholders, and implement innovative customer focused solutions and customer experience enhancements

Achieve quality performance, and key performance metrics

Deliver the desired customer experience

Adhere to standard operating procedures and ensure compliance

Develop ongoing enhancements to deliver high quality customer interactions, and increase operational efficiency and effectiveness

Routinely perform quality checks and partner with strategic vendors to provide coaching and best practices

Ensures the delivery of the desired customer experience for all customer/employee engagements

Collaborates with Operations team to support system enhancements, develop/execute new IT capabilities and solutions to improve operational efficiency and effectiveness

Qualification

Customer ServiceProject ManagementCross-Functional LeadershipAnalytical SkillsProcess OrientationCustomer ExperienceCommunication SkillsDigital MarketingCompliance/RegulatoryTelephonyCRMAdaptabilityAttention to DetailProblem-SolvingInterpersonal Skills