Job Description

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, returns and adjustments

· Manages the timely, accurate and compliant processing of sales orders for wholesalers, distributors, retail chains, hospitals and physician offices

· Assures timely and accurate updates on customers orders

· Manage and coordinate order entry cut-offs

· Communicate and align both proactive and reactive communication and information related to our stakeholders

· Supports Pharmacovigilance and Quality activities.

· Supports Customer Orders status, working cross functionally with OTC, SBS, Commercial Ops. and Logistics

· 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

· Credit / Debit note accuracy process check and release

· Enter and generates returns and non-returns credit notes

· Develops reporting for Supply Chain, Channel Development, Finance stakeholders or others as needed

· Support onboarding and training new team members.

· Conducts timely updates on customer queries and inquiries.

· Daily communication with customers, 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 applied

· Participating in operational monthly/weekly team meetings interfaces

· Support for projects implementation or improvements initiatives

· Execute month end activities

Qualifications

Education & Experience Required:

· Bachelor’s Degree in Business Administration, Supply Chain or Finance

· Minimum of 2 years of experience in a finance or supply chain department of a multinational company is desired

· Customer Service or Order Management experience is desired

Language Requirements:

· English language skills (both speaking and writing) required

· Portuguese (both written and spoken) required

· Spanish (both written and spoken) is an advantage

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 advantage

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):

Required Skills:

Account Collections, Account Collections, Adaptability, Analytical Problem Solving, Audit Documentation, Balance Sheet Account Reconciliations, Business, Business Administration, Business Support, Compliance Policies, Compliance SOX, Credit Management, Customer Communications, Customer Due Diligence (CDD), Customer Experience Management, Customer Service, Customer Service Management, Financial Accounting Controls, Financial Operations, Human Resources (HR) Shared Services Advisory, Internal Compliance, Internal Inspection, Interpersonal Relationships, Preparation of Financial Reports, Project Implementations {+ 5 more}

Preferred Skills:

Job Posting End Date:

07/21/2025

*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.