Customer Representative, Telesales GHH

Merck; Pittsburgh (Allegheny County); Hybrid; USD 72,000 - 113,000; Full time

Job summary

Merck is seeking a Vaccine Account Representative for a hybrid role that supports pharmacists and healthcare providers with vaccine information and clinical guidance. The position emphasizes building long-term customer relationships and executing account plans across multiple customer segments.

You will collaborate with the Vaccine Field Sales and Pharmacy Account teams to align strategies, manage contracts, and ensure timely vaccine programs.

Qualifications

• Bachelor’s degree with 0-3 years Sales experience OR a minimum of high school diploma with at least 4 years of relevant work experience which could include: professional sales, experience in marketing, military, or healthcare/scientific field (pharmaceutical, biotech, or medical devices).
• Valid Driver's license

Responsibilities

• Support vaccines customer engagement model by engaging with pharmacies, medical groups, physician offices to improve health outcomes.
• Maintain knowledge of contract terms, optimize vaccine purchases, manage supply and back-orders.
• Establish and track account performance metrics and coordinate with cross-functional teams.

Skills

Account Management

Relationship Management

Sales Planning

Customer Engagement

Communication Skills

Time Management

Education

Bachelor’s degree

High school diploma + work experience

Job description

Job Description

Our Hybrid Sales team support our customers by providing clinical information about products, educational information, clinical training programs and resources. We support healthcare providers and healthcare systems in meeting the healthcare goals of the patients in their communities. The Pharmacy Vaccine Account Representative (VAR) is a member of the Vaccine Account Team and plays a critical role in supporting the Company's Vaccines customer engagement model. The PVAR is responsible for engaging with assigned customers (i.e., pharmacies, medical groups, physician offices) in a way that supports the local market focus on population health and centers on the highest potential business opportunities with these customers that will improve our impact on public health. They will work with the local market team to understand and identify customer needs, proactively align products and services, support pull-through activities relative to integrated strategies, and ensure that our Company is viewed as demonstrating value and better health outcomes to healthcare professionals and their patients. The PVAR is responsible for ensuring all activities adhere to the spirit and letter of all Company Policies and US Laws and Regulations. The PVAR reports to the Customer Team Leader (CTL), our company's Vaccine Customer Center, and works in close collaboration with the broader Vaccine Field Sales and Vaccines Pharmacy Account Executive teams.

Primary Responsibilities

Account Management & Contracting

• This position is a hybrid sales position with 60% of the engagements with HCPs occurring remotely. And 40% requiring travel for the purpose of live customer engagement, and quarterly company meetings.
• Typical hours of operation of the pur company's Vaccines Customer Center are 8AM - 7PM EST, Monday - Friday. With the hours aligned to the geographical time zone (easter, Central, Mountain, Pacific). The MVCC provides vaccine information and support to customers across time zones, as a result job hours vary depending on territory assignments.
• For all our employees, please initiate a discussion with your manager to review your interest in this opportunity and to determine alignment (readiness/availability) with your Employee Development Plan.
• Territory: Albanian New York, Pittsburg New York.

• Understand multiple interdependencies within an account, consider customer healthcare goals and needs, and maximize account performance by building long-term relationships through collaborative business planning processes and approaches. This includes conducting customer business reviews with appropriate stakeholders discussing the financial impact of contracts and progress/ results of targeted vaccine programs and previously identified opportunities to improve customer benefits.
• Maintain complete knowledge and understanding of our company's contract terms and conditions. Apply knowledge of contracts and historical ordering patterns to optimize vaccine purchases for customers and appropriate inventory in support of office protocols, vaccination goals, and seasonality in patient origination.
• Establish and track account performance metrics to evaluate progress and performance, and to assess opportunity and need to adjust plans and associated tasks.
• Apply knowledge of full portfolio of our company's vaccines, competitive brands, immunization recommendations and protocols to support the integration of a standard of care and the development and establishment of vaccination protocols.
• Manage customer supply, product transition, and back-order challenges and communications.

Sales Acumen

• Build trust with customers and demonstrate value in selling situations to deliver high-quality engagements or interactions that deliver products/ solutions with the common goal of improving health outcomes in pediatric, adolescent, and adult populations and across multiple customer segments. Work cross functionally with each Field Sales counterpart to provide support and resources that assist customers in achieving health outcomes.
• Collaborate with customers through solid relationship management skills and leverage customer insights to provide appropriate information and solutions.
• Change customer behaviors by understanding beliefs and experiences and providing appropriate insight that creates a different experience.
• Create a compelling and logical rationale for the value of Company Vaccines (clinical) and Commercial Offers in support of patient health & wellness.
• Ask strategic, insightful questions to obtain information on customer healthcare needs, use the insights to position Company vaccines and commercial offers.

Customer Segmentation & Targeting

• Divide assigned customer population into groups of individuals who share similar characteristics and buying behaviors, and apply this information to focus on groups effectively, allocate promotional resources, and drive execution of commercial plans.
• Evaluate and prioritize business across assigned customer segments.
• Apply customer insights to effectively and differentially allocate marketing and field resources that drive execution of sales and marketing plans.
• Communicate our Company's Vaccine clinical information and Commercial Offers in a way that is meaningful and relevant to each individual customer; customize discussions and client interactions based on understanding of customer's needs.

Education

Position Qualifications

• Bachelor’s degree with 0-3 years Sales experience OR a minimum of high school diploma with at least 4 years of relevant work experience which could include: professional sales, experience in marketing, military, or healthcare/scientific field (pharmaceutical, biotech, or medical devices).
• Valid Driver's license

Required Skills

• Demonstrated aptitude to excel in current or previous educational or professional roles.
• Ability to work both independently and within a team environment.
• Strong organizational and time management skills.
• Excellent interpersonal and communication skills.

Preferred Skills/Experience

• Ability to convey technical concepts accurately and clearly.
• Prior experience working in a technical/scientific field or healthcare environment.
• Previous sales, account management, consultative, or customer service experience.
• Experience developing and executing a plan for engaging customers and meeting customer needs.
• Understanding of Marketing/Sales &/or Marketing/Sales Support Functions/Operations.
• Ability to analyze metrics to assess progress against objectives.
• Vaccines experience.

#MSJR

Required Skills

Account Management, Account Management, Account Planning, Account Strategies, Business Metrics, Customer Engagement, Customer Experience Management, Customer Management, Goal Setting, Lead Generation, Lead Generation Management, Market Analysis, Market Opportunity Analysis, Meeting Organization, Metrics Development, Order Processing, Outbound Telemarketing, Outside Sales, Performance Metrics, Product Knowledge, Product Sales, Progress Monitoring, Qualifying Leads, Relationship Management, Sales Campaigns {+ 8 more}

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 Affpatheive Action Requirements For Protected Veterans And Individuals With Disabilities. For More Information About Personal Rights Under The U.S. Equal Opportunity Employment Laws, Visit: EEOC Know Your Rights EEOC GINA Supplement 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. Learn more about your rights, including under California, Colorado and other US State Acts

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.

San Francisco Residents Only

We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Employee Status

Regular

Relocation

No relocation

VISA Sponsorship

No

Travel Requirements

50%

Flexible Work Arrangements

Remote

Shift

Not Indicated

Valid Driving License

Yes

Hazardous Material(s)

N/A

Job Posting End Date

08/31/2026

• A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.