OTC Order Management, Sr Specialist

Job Description
OTC Order Management Assoc. Specialist
Our Business Service Center (BSC), operating across three regions (Americas, Europe, and Asia), is responsible for the timely and efficient delivery of standardized, global financial processes. The BSC – Americas, located in San Jose, Costa Rica, manages the execution and delivery of a broad range of financial services and processes across our business divisions and markets within the Americas region.

The Order Management Analyst will play a key role in executing order management activities within the Order to Cash (OtC) process, with a strong focus on contact center operations and order management. This role involves managing customer interactions via phone, processing sales orders and credit/debit notes, resolving claims, and ensuring compliance with service level agreements (SLAs) and internal controls.

Primary Responsibilities

• Manage high-volume external customer interactions via phone and other communication channels, demonstrating strong communication and negotiation skills.
• Develop a comprehensive understanding of the Dropship orders process lifecycle.
• Analyze and work towards issues troubleshooting, root cause fix analysis.
• Conduct detailed analysis of customer claims related to credit/debit processing.
• Ensure compliance with OtC processes for the Americas markets, adhering to company policies, quality standards, and internal/external controls, including SOX requirements.
• Timely resolution of customer queries related to shortages, overages, lost product claims, and call tags.
• Prioritize tasks effectively, apply strategic thinking, and follow up thoroughly on customer requests. Maintain full knowledge of terms and conditions, product information, contacts and processes to ensure issue resolution.
• Achieve all defined KPIs and SLAs, including metrics such as abandoned calls, talk time, wrap-up coding rate, and email resolution.
• Perform month end activities and/or reports for individual and team activities as needed.
• Perform other duties & projects as assigned.
• Support Service Center activities, be a team player and a strong liaison with third parties.

Main Requirements

• Bachelor's degree in business, Accounting or Finance (Or career in progress)
• Intermediate to Advanced PC skills (MS Excel, Word, and PowerPoint)
• A minimum of 3-4 years' professional experience in Call center environments. Experiencia with Order to Cash (OtC) proceses.
• Good Business Level fluency (oral and written) in Spanish and English languages
• Problem solving and analytical skills with a proactive management style to implement
• Team player with a focus on collaboration
• Strong communication, interpersonal, and organization skills required
• Customer service skills, Ownership and accountability, Change Catalyst, D&I, networking and partnership
• Execution excellence, innovation, Motivation and inspiration, Emotional intelligence

Preferred Requirements

• Experience in a finance or accounting department within a multinational company
• SAP experience
• 1 year of experience in order to cash processes (order management, order entry, billing, credit, order release, cash application, collections or reporting)
• Accounting/Finance background
• Pharmaceutical Industry experience

Required Skills
Account Collections, Adaptability, Analytical Problem Solving, Balance Sheet Account Reconciliations, Business Support, Cold Emailing, Compliance SOX, Credit Management, Electronic Mail, Finance, Financial Accounting Controls, Financial Operations, Financial Reports, Human Resources (HR) Shared Services Advisory, Interpersonal Relationships, IS Audit, Preparation of Financial Reports, Project Management, Quantitative Analytics, Vendor Management

Preferred Skills
Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status
Regular

Relocation
No relocation

VISA Sponsorship
No

Travel Requirements
No Travel Required

Flexible Work Arrangements
Hybrid

Shift
Not Indicated

Valid Driving License
No

Hazardous Material(s)
no

Job Posting End Date
12/29/2025

• A job posting is effective until PM 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.

Requisition ID
R377824