Customer Service & Support Jobs in Pennsylvania (Now Hiring) — 28,628 open — Page 262

Job Description

The Hospital / Institutional Customer Representative is a key member of the Hospital Customer Team and plays a critical role in supporting our Company's customer centric business model. He/she is responsible for working with the Hospital Customer Team to understand and identify Health Care Provider (HCP) customer needs, support pull-through activities relative to the customer strategy, and ensure that our Company is viewed as demonstrating value and better health outcomes to healthcare professionals and their patients.

The primary activities include:

• Communicates about product in a way that's meaningful and relevant to each individual customer; customizes discussions and client interactions based on understanding of customer's needs

• Engages in informed discussions about products with HCP customers - knowing when/how to seek and provide additional information

• Within select customer accounts acts as primary point of contact for customer, meet with key customers/personnel to understand practice structure, business model, key influencers Managed Care Organization (MCO), employers, state and local regulations)/network structure, customer needs and identifies business opportunities

• For select customer accounts/HCPs, coordinate with customer team to develop customer strategy - outlining strategy for interactions/ relationship, solutions and potential offerings for customer

• Partners with National Account Executives (NAEs) to maintain strong focus on Managed Care pull-through

• Shares learning and best-practices from one customer to help other customers meet their needs

• Demonstrates a focus on better health outcomes (beyond acquisition, considers the HCP and patient experience)

• Provides input into resource allocation decisions across customers

• Identifies and selects programs/services available in the library of our Company's "resources" to address customer needs

• Works with solutions group (Headquarters - HQ) and/or Medical Account Executive (MAE) to develop and deliver relevant offerings that address desired customer needs

• Maintain current understanding of practice structure, business model, key influencers/ network structure and make information available to relevant stakeholders

• Collaborate and communicate effectively with extended "in-scope" customer team to ensure a consistent customer experience across our Company's divisions and functional areas; ensure integration with National Account Executive (NAE), our Company's Vaccines personnel, Health Management Services (HMS) Manager, Solutions Consultant, Customer Strategies and Solutions (CSS), Regional Medical Director (RMD) and other key stakeholders to share key customer learning and support customer needs

• Outstanding in all competency areas (Account Management; External Market Focus; 1:1 Customer Interactions)

• Influences beyond their specific geography or product area

• Implements approved resources, programs and messages to address customer and company needs.

• Create awareness of approved Inpatient Hospital Letters of Participation (LOP) with eligible and appropriate customers. To include discussing approved details of the contract.

Qualifications

Education Minimum Requirements:

• Bachelor’s Degree with 3 (36 months) or more years Sales experience OR a minimum of high school diploma with at least 6 years of equivalent experience which could include professional sales, experience in marketing, military or healthcare/scientific field that is not sales related (pharmaceutical, biotech, or medical devices).

Required:

• Prior experience working in a scientific field or healthcare environment

• Previous sales experience

• Prior experience developing new business opportunities with existing customers

• Experience establishing new customer relationships

• Understanding of our Company's products and therapeutic areas

• Consistent performer in most competency areas

• Valid Driver's license

Preferred:

• Prior consulting or customer service experience

• Experience developing and executing a plan for engaging customers and meeting customer needs

• Understanding of Headquarter operations

• Ability to analyze metrics to assess progress against objectives

• Hospital/Institutional Sales experience

Territory covers Reading, PA

The selected Sales Representative must reside within the territory.

Overnight travel may be required.

Travel (%) varies based on candidate’s location within the geography.

#MSJR

Required Skills:

Account Management, Account Management, Account Planning, Adaptability, Biopharmaceutical Industry, Business Opportunities, Commercial Account Management, Customer Due Diligence (CDD), Customer Feedback Management, Customer Management, Customer Strategy, Digital Analytics, Hospital Sales, Identifying Sales Opportunities, Interpersonal Relationships, Lead Generation, Managed Care, Market Access, Market Analysis, Pharmaceutical Sales Training, Resource Allocation, Sales Calls, Sales Metrics, Sales Pipeline Management, Sales Presentations {+ 2 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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 affirmative 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

$106,200.00 - $167,200.00

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.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

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

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:

10%

Flexible Work Arrangements:

Remote

Shift:

Not Indicated

Valid Driving License:

Yes

Hazardous Material(s):

N/A

Job Posting End Date:

08/7/2026

*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.

Requisition ID:R403703