Client Services Order Fulfillment Lead

Merck & Co.; Massachusetts; On-site; USD 88,000 - 98,000; Full time

Benefits offered by this job

Paid time off

Health/dental/vision insurance

Retirement benefits

Flexible spending accounts

Job summary

Merck & Co. is seeking a Global Strategic Accounts leader focused on end-to-end order fulfilment and delivering accelerated growth through a transformed customer experience.

You will own execution across global sites, collaborate with Global Customer Service, and drive process improvements aligned with leadership behaviors. The role requires 5+ years of customer service leadership experience, strong communication, and proficiency with SAP/Salesforce/Tableau.

Qualifications

• Bachelor’s degree in business administration, Management, or related field.
• 5+ years' experience in customer service leadership or client management.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to analyze data and generate actionable insights.
• Proficiency in customer service software and tools (SAP, Salesforce, Tableau, etc.).
• Also skilled in all Microsoft software (Outlook, Excel, etc.)

Responsibilities

• End-to-end Order Fulfilment for Global Strategic Accounts: Serve as a single point of contact for a given set of Global Strategic Accounts. Own execution of order fulfilment for relevant strategic accounts across all global sites for that customer, ensuring customer delivery commitments and business quarterly revenue targets are achieved.
• Cross-Functional Execution Leadership: Lead daily execution alignment across Strategic Account Managers, Product Management, Regional Commercial, Finance, Planning, Manufacturing, Quality, and Distribution. Drive actions to ensure orders remain on track to meet delivery and revenue commitments.
• Risk, Opportunity & Forecast Visibility: Co-Own with Strategic Account Managers and Regional commercial leadership identification and communication of risks and opportunities across monthly and quarterly horizons.
• Exception & Escalation Ownership: Own resolution of critical fulfilment issues and delivery risks; escalate proactively across Supply Chain, Commercial, and Customer channels where required.
• Operational Rigor & Performance Management: Embed daily management discipline, leveraging standard work and performance routines; use KPI tracking to drive decisions.
• Process Standardization & Reliability: Ensure robust, standardized processes are in place to meet customer and business expectations; drive adherence to global SOPs.
• Customer-Centric Delivery Alignment: Align fulfilment decisions with customer priorities and service expectations; partner with Regional Customer Service for order execution transparency.
• Continuous Improvement & Transformation: Lead or contribute to transformation initiatives; identify inefficiencies and drive performance improvements.
• Performance Under Pressure: Operate in a fast-paced, deadline-driven environment; focus on outcomes.
• KPI Ownership & Performance Accountability: Own performance against key fulfilment metrics such as OTIF, backlog, service levels; drive corrective actions.

Skills

SAP

Salesforce

Tableau

Microsoft Excel

Education

Bachelor’s degree in business administration, Management, or related field

Tools

SAP

Salesforce

Tableau

Microsoft Excel

Job description

This position is focused on managing and developing relationships with Global Strategic Accounts to drive accelerated growth through; a transformed customer experience with order fulfillment execution, collaboration with the client service team in Global Customer Service to develop and implement processes, and integration points that ensure exceptional service delivery.

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.

Responsibilities

• End-to-end Order Fulfilment for Global Strategic Account: Serve as a single point of contact for a given set of Global Strategic Accounts. Own execution of order fulfilment for relevant strategic accounts across all global sites for that customer, ensuring customer delivery commitments and business quarterly revenue targets are achieved. Balance customer delivery requirements, supply constraints, and revenue priorities. Define and execute prioritization strategies under constrained supply conditions, ensuring optimal balance between customer criticality, revenue impact, and service commitments. Support as needed, pre-order activities such as engineering drawing approvals or quotation process.
• Cross-Functional Execution Leadership: Lead daily execution alignment across Strategic Account Managers, Product Management, Regional Commercial, Finance, Planning, Manufacturing, Quality, and Distribution. Drive actions to ensure orders remain on track to meet delivery and revenue commitments. Establish clear ownership and accountability across stakeholders.
• Risk, Opportunity & Forecast Visibility: Co-Own with Strategic Account Managers and Regional commercial leadership identification and communication of risks and opportunities across monthly and quarterly horizons. Partner with Commercial Finance to quantify revenue impact driven by supply, constraints, and order status. Ensure proactive mitigation plans are defined and executed.
• Exception & Escalation Ownership: Own resolution of critical fulfilment issues and delivery risks. Define and execute prioritization strategies under constrained supply conditions, ensuring optimal balance between customer criticality, revenue impact, and service commitments. Escalate proactively across Supply Chain, Commercial, and Customer channels where required. Ensure clear, consistent communication internally and externally.
• Operational Rigor & Performance Management: Embed daily management discipline, leveraging standard work and performance routines. Utilize business intelligence and KPI tracking to drive decision-making and prioritization. Ensure consistent execution of processes to deliver high service reliability.
• Process Standardization & Reliability: Ensure robust, standardized processes are in place to consistently meet customer and business expectations. Reduce variability and dependency on manual intervention. Drive adherence to global SOPs and best practices.
• Customer-Centric Delivery Alignment: Align fulfilment decisions with customer priorities and service expectations. Partner with Regional Customer Service to ensure order execution reflects the customer's reality. Support transparency and proactive communication on order status.
• Continuous Improvement & Transformation: Lead or contribute to process improvement and business transformation initiatives. Identify systemic inefficiencies and drive sustainable performance improvement. Support broader O2C and supply chain optimization efforts.
• Performance Under Pressure: Operate effectively in a fast-paced, deadline-driven environment. Adapt rapidly to changing priorities, supply dynamics, and customer needs. Maintain focus on outcomes, not activity.
• KPI Ownership & Performance Accountability: Own and drive performance against key fulfilment , including OTIF (On Time In Full), order backlog, customer service levels, and delivery performance. Establish visibility to performance trends, lead corrective actions, and ensure accountability for achieving agreed targets.

Key Attributes

• Demonstrate leadership and collaboration skills
• Show empathy and patience in dealing with clients
• Adaptability and ability to work under pressure
• Be self-motivated and able to prioritize workload in a fast-paced environment
• Have effective relationship building skills
• Able to work independently with minimal supervision
• Is highly organized and detail-oriented

Qualifications

• Bachelor’s degree in business administration, Management, or a related field
• 5+ years' experience in customer service leadership or client management
• Excellent written and verbal communication skills
• Strong problem-solving and conflict resolution abilities
• Ability to analyze data and generate actionable insights
• Proficiency in customer service software and tools (SAP, Salesforce, Tableau, etc.)
• Also skilled in all Microsoft software (Outlook, Excel, etc.)

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 salary range for this role, based in the United States of America is $88,000/yr. -$98,000/yr. 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.