Job Description
The Vaccine Account Specialist (VAS) team is a headquarters-based, remote engagement team responsible for providing customer service support with a focus on delivering an industry leading customer experience. This position plays a critical role by providing account and commercial offer enrollment support, placing orders, addressing account inquiries, and supporting issue resolution for direct purchase accounts. The VAS will also provide support for commercial offer enrollments, customer pricing, and issue resolution for indirect customers as appropriate. As the first line in customer service support through our company Vaccine Customer Center (MVCC), this role is responsible for answering the inbound customer calls and customer issue resolution.
The VAS reports to the VAS Team Leader and is part of the Contracting and Customer Experience team within the US Vaccines Contracting and Distribution Strategies organization. The VAS is responsible for ensuring all their activities adhere to the spirit and letter of all Company Policies and US Laws and Regulations.
Employee must exercise discretion and independent judgment in executing all of the following responsibilities.
Responsibilities include and are not limited to the following:
- Provide inbound direct account order and payment process support to customers.
- Make outbound calls as needed to inform customers of account issues or necessary account updates.
- Manage inquiries, track, and resolve customer issues with end-to-end ownership and solution path determination related to vaccine orders and shipments. Escalating or transferring issues to appropriate contacts or teams as needed for resolution by department owners.
- Maintain complete knowledge and understanding of our terms and conditions and respond to customer inquiries about pricing and commercial offers.
- Complete the sales analysis for contract disputes to determine the appropriate contract alignment for the account.
- Provide complete and accurate customer account information including commercial offer alignment using our company systems to determine appropriate pricing and discount tiering and utilize approved resources as needed.
- Assist customers with commercial offer and direct purchase account enrollment processes across multiple platforms, including our company Accounts contract enrollment website to assist in the process of enrolling locations using correct customer identifiers for each location enrolling into our company commercial offer.
- Use our company product knowledge(PI certified for all our company vaccines) and competitive product knowledge to compliantly address product questions, using approved resources as needed.
- Log customer interactions and utilize issue tracking systems to maintain appropriate documentation and proactively bring identified issue trends to the team leader.
- Aid customers navigating the customer-facing platforms and portals, addressing any high-level technical issues or inquiries.
- As the internal customer account team member, partner with regionally aligned field-based employees to support customer account needs, inquiries, and issues, including complex issues where duplicate customers have been created in our system and impact customer contract linking and sales data accuracy.
- Collaborate with internal stakeholders to support process improvements and operational changes.
- Shifts vary from 8 AM EST – 7 PM EST
Qualifications
Ability to operate independently to exercise discretion in performing duties on matters of significance to the company.
Education Requirement:
- Required: High School diploma or GED.
- Preferred: Associate’s or BA/BS degree.
Required:
- Experience required with 3+ years of relevant experience and demonstrating aptitude to learn scientific information and complex systems for customer care.
- Remote or telephone customer service or account management experience preferred.
- Experience in a fast-paced environment with compliance driven processes
- Ability to work independently in a remote environment with minimal supervision and follow-up needed
- Ability to function effectively with other team members in a remote team environment
- Excellent communication and listening skills with a strong focus on the customer
- Efficient computer and data entry skills; ability to learn new systems and programs quickly
- Strong multi-tasking ability, including ability to work in multiple systems simultaneously
- Detail oriented and can follow projects or tasks through to completion
- Ability to understand root causes of issues and effectively solve problems using approved processes
Preferred:
- Experience with business-to-business customer account support
- Experience in the healthcare or pharmaceutical industry
#MSJR
Required Skills:
Account Management, Business Support, Collaborative Development, Customer Centric Focus, Customer Management, Data Analysis, Internal Customers, Order Processing, Outbound Calls, Service Excellence, Teamwork, Working Independently
Preferred Skills:
Current Employees apply HERE
Current Contingent Workers apply HERE
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 if you need an accommodation during the application or hiring process.
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
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We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.
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The salary range for this role is
$71,900.00 - $113,200.00
This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.
The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
