Merck · 13 hours ago
Sr. Spclst, Shared Svcs Marketing
North Wales, PA
Full-time
Hybrid
Mid, Senior Level
$106K/yr - $167K/yrMerck is a leading healthcare company seeking a Medical Team Member to manage customer service inquiries from Healthcare Providers. This role involves resolving inquiries, providing scientific information, and ensuring a positive customer experience across multiple communication channels.
BiotechnologyHealth CareMedicalPharmaceutical
No H1B
Responsibilities
Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and assuring understanding of the question/issue. Respond to our company National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and databases
Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquires
Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints
Ensures the delivery of the desired customer experience for all customer/employee engagements
May 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
May 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 for assigned projects, and assess customer interactions to continually enhance the customer experience and achieve operational excellence
Qualification
Required
Bachelor's Degree (BA/BS)
Healthcare Professional Degree (e.g. RN/BSN)
Healthcare experience or experience as a pharmaceutical Field Sales Representative
Scientific Acumen
Customer service/ experience
Strong communication; written & verbal
Ability to summarize clinical trial/scientific information
Customer centric focus
Attention to detail
Good typing/computer skills
Ability to understand scientific information contained in Prescribing Information for products
Must pass certification upon the completion of training to demonstrate proficiency in role
Adaptability
Change Management
Clinical Trials
Communication
Communication Strategy Development
Contact Center Operations
Customer Centric Focus
Customer Experience (CX)
Customer Experience Design
Customer Experience Management
Customer Management
Customer Relationship Management (CRM)
Customer Service Management
Detail-Oriented
Digital Marketing
Direct Marketing
Knowledge Base Management
Management Development
Market Development
Marketing
Marketing Campaign Development
Market Research
Pharmaceutical Sales
Product Management
Preferred
Project Management
Benefits
Medical
Dental
Vision healthcare and other insurance benefits (for employee and family)
Retirement benefits, including 401(k)
Paid holidays
Vacation
Compassionate and sick days
Company
Merck
Merck is a biopharmaceutical company that offers medicines and vaccines for various diseases.
Founded in 1891
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.59MKey Investors
Private Capital AdvisorsGavi, the Vaccine Alliance
2018-11-25Post Ipo Equity· $0.59M
2016-01-21Series Unknown· $5M
1980-12-19IPO
Leadership Team
Betty Larson
Executive Vice President and Chief Human Resources Officer
Dean Li
Executive Vice President and President, Merck Research Laboratories
Recent News
2026-01-24
The Motley Fool
2026-01-24
2026-01-23
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