Merck - Head - Customer Excellence

Work Your Magic with us!.

Ready to explore, break barriers, and discover more? We know youve got big plans so do we! Our colleagues across the globe love innovating with science and technology to enrich peoples lives with our solutions in Healthcare, Life Science, and Electronics.

Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet.

That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Your Role

Lead and empower our Process Solutions Customer Excellence team in India to deliver exceptional service through coaching, training, and motivation.

Key Responsibilities

Team Leadership

- Manage, coach, and mentor a team to achieve targets.

- Set clear priorities, KPIs, and performance metrics using data tools (BI, Excel, Palantir).

- Foster growth through regular feedback and development opportunities.

Customer Advocacy

- Ensure premium service for internal/external customers.

- Build strong relationships and resolve issues proactively.

- Drive process improvements to enhance customer satisfaction.

Problem Solving

- Make data-driven decisions to address challenges without compromising integrity.

- Analyze complex information to develop actionable solutions.

Operational Excellence

- Collaborate globally to resolve order-to-cash bottlenecks.

- Escalate critical issues with detailed insights to stakeholders.

Culture & Values

- Model Mercks values (HIC behavior) and professionalism.

- Promote innovation, collaboration, and accountability.

Who You Are

Leadership: 5+ years managing teams in customer service (global/regional environment).

Skills

- Expert in order-to-cash processes and data analysis tools.

- Strong communicator (English fluency) with stakeholder management experience.

- Proactive problem-solver with financial/business acumen.

Qualifications

- Masters degree in business/data/digital fields (preferred).

- Six Sigma/Project Management certification (a plus).

- 3-5 years leading cross-functional/global projects.

Tools Proficiency:

- SFDC, e-Commerce platforms, BI tools.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences.

We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology.

We are committed to creating access and opportunities for all to develop and grow at your own pace.

Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!