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Merck Organon - Customer Service Management in Jackson, Mississippi

Job Description

The Customer Service Management (CSM) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSM team manages customer, consumer and employee service interactions across communication channels such as digital, social, chat, phone and mail for all product/vaccine and company information requests. The CSM team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market. The Associate Director position is a critical role, which has primary responsibility for leading the development and execution of the customer service/care engagement strategy of the contact centers (e.g. Organon Service Center, Promotional Contact Center, Field Service Center). This role ensures the strategies of marketing, research, manufacturing, corporate and commercial operations are followed and demonstrated in our customer interactions. The role also serves as a subject matter expert in utilized technologies, business processes, training and compliance.

Minimum Education Requirements:

  • High School Diploma with relevant work experience related to Pharmaceutical/Vaccine business

Required Experience and Skills:

  • 5 years in a Pharmaceutical/Vaccine HQ / Sales position / Contact center vendor function OR Bachelors Degree

  • Excellent communication; written, verbal & presentation skills

  • Strong project management and problem-solving skills

Preferred Experience and Skills:

  • Ability to optimize operations and champion change

  • Strong interpersonal and effective collaboration skills

  • Customer Centric focus with customer care experience

  • Innovative thinking

  • Process oriented and attention to detail

  • Ability to translate strategy into actionable process

  • Experience and success in cross-functional leadership and teamwork

  • Understanding of regulatory environment and compliance

  • Strategic thinking and execution excellence

  • Strong analytical and technical skills

  • Product knowledge

#NewCo

Who we are …

Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women’s Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions.

Our Vision is clear: A better and healthier every day for every woman.

At launch, we will be more than 10,000 Founders strong, ready to rise together as we make a difference in a new way. As Founders, employees will create their future and will help shape the direction of Organon and its impact on the world. Our culture reflects our passion for those we champion.

At Organon, we all belong. We embrace diversity and give it a voice. Our commitment to supporting women is reflected in the make-up of our leadership team, which is majority female and our diversity of experience is core to who we are and what we are designed to do.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Current Employees apply HERE (https://wd5.myworkday.com/msd/d/inst/1422$1533/rel-task/3001$14.htmld)

Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here (https://survey.sogosurvey.com/r/aCdfqL [survey.sogosurvey.com]) if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf)

EEOC GINA Supplement​

OFCCP EEO Supplement (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf)

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Remote Work

Shift:

Valid Driving License:

Hazardous Material(s):

Number of Openings:

1

Requisition ID: R111404

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