Associate Director, Customer Service

Merck & Co.; Waltham (MA); On-site; USD 143,200 - 205,865; Full time

Benefits offered by this job

Health/dental/vision insurance

Retirement benefits

Flexible spending accounts

Paid time off

Job summary

Merck & Co. in the Americas region is seeking an accomplished customer service leader to own end-to-end O2C processes and the customer experience, from order capture to invoicing, cash application, and dispute resolution.

This role drives process improvement, data-driven decisions, and cross-functional collaboration with USCAN sales, finance, and operations. The position emphasizes integrity, accountability, and leadership, with a focus on delivering exceptional service, meeting commitments, and

Qualifications

• BS/BA degree and 10+ years' experience in a customer facing or operations environment.
• 5+ years' experience managing employees
• ERP O2C processes expertise with demonstrated success leading operations in a customer focused setting
• Strong understanding of end-to-end O2C processes, including Order Management, Billing & Invoicing, and Accounts Receivable & Collections
• Demonstrated ability to operate under limited supervision, guiding complex cross-functional assignments to resolution
• Strong data-driven decision-making, stakeholder management, and cross-functional influencing skills; experience managing competing regional priorities
• Excellent verbal and written communication skills
• Highly organized and detail oriented

Responsibilities

• Lead a customer service team managing enquiries, order entry, and order management for customers across the Americas region.
• Drive daily process rigor through standard work, daily management practices, and continuous improvement initiatives to ensure high service levels and operational excellence.
• Establish and maintain workload management processes to meet customer commitments while balancing resources.
• Manage team performance through clear, measurable goals, coaching, and development opportunities.
• Foster collaboration across Americas partner functions to ensure proactive communication and problem solving.
• Serve as a trusted partner to USCAN sales, finance, and operations leadership to deliver customer commitments and drive results.
• Champion the voice of the customer by monitoring CX metrics and leading improvement initiatives.
• Lead customer feedback processes, ISO audits, complaint investigations, and other quality activities with focus on compliance.

Skills

Leadership

Stakeholder management

Cross-functional collaboration

Data-driven decision making

Communication skills

Organizational skills

Education

BS/BA degree

Tools

ERP

Job description

The Americas customer service leader owns, standardizes, and continuously improves the end-to-end order management and customer experience, from order capture through order fulfillment, invoicing, cash application, and dispute resolution, for regional customers. Operating with considerable latitude, this leadership role guides the successful resolution of complex, process and system challenges, working with key stakeholders to drive order execution and customer delivery excellence. As a significant leadership role in Customer service this role is also expected to support global process and customer experience improvement.

This role is expected to model our Leadership Behaviors-Integrity & Compliance, Customer Focus, Collaboration, Courage, Team Empowerment, and Accountability & Results-in all aspects of work.

Key Responsibilities:

• Lead a customer service team managing enquiries, order entry, and order management for customers across the Americas region, fostering a culture of customer focus, accountability, collaboration, and continuous development.
• Drive daily process rigor through standard work, daily management practices, and continuous improvement initiatives to ensure high service levels, operational excellence, and data-driven decision making while maintaining a strong commitment to integrity and compliance.
• Establish and maintain effective workload management processes that enable the team to meet customer commitments and business objectives while balancing resources and evolving priorities.
• Manage team performance through clear, measurable goals, regular coaching, timely feedback, and development opportunities. Empower team members to take ownership of their work and partner with the broader global customer service organization to support career growth and succession planning.
• Foster strong collaboration across Americas partner functions to ensure proactive communication, effective problem solving, and a seamless customer experience.
• Serve as a trusted partner to USCAN sales, finance, and operations leadership, working collaboratively to deliver customer commitments, support business objectives, and drive results.
• Champion the voice of the customer by driving, monitoring, and reporting on customer experience metrics across the Americas region, including NPS performance, and leading improvement initiatives that enhance customer satisfaction and loyalty.
• Lead customer feedback processes, ISO audits, complaint investigations, and other critical business and quality activities with a focus on compliance, accountability, transparency, and continuous improvement.
• Represent the needs and perspectives of Americas customers in global process improvement initiatives and strategic projects, demonstrating courage to challenge assumptions, advocate for customers, and influence positive change.
• Thrive in a fast-paced, deadline-driven, results-oriented environment by demonstrating adaptability, sound judgment, accountability, and resilience in response to changing business needs and priorities.

Education and Requirements:

• BS/BA degree and 10+ years' experience in a customer facing or operations environment.
• 5+ years' experience managing employees
• Proven expertise in ERP O2C processes, with demonstrated success leading operations in a customer focused setting and driving continuous improvement activity.
• Strong understanding of end-to-end O2C processes, including Order Management, Billing & Invoicing, and Accounts Receivable & Collections.
• Demonstrated ability to operate under limited supervision, exercising sound judgment to guide complex, cross-functional assignments to resolution.
• Strong data-driven decision-making, stakeholder management, and cross-functional influencing skills; experience managing competing regional priorities.
• Excellent verbal and written communication skills.
• Highly organized and detail oriented.

Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing.

The estimated base salary range for this role, based in the United States of America is $143,200.40$205,864.95. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.