Specialist, STS Tier 1 Account Manger

Job Description

Position Overview

Global Business Solutions (GBS) organization is responsible for the design, governance, and execution of global processes. Within GBS, the Source to Settle (STS) organization is responsible for ensuring employee purchase orders and supplier invoices and payments are processed timely and efficiently. The STS process includes Vendor Master Data setup, Supplier Onboarding, Purchasing, Invoicing, Settlements, and the STS Service and Relationship Delivery.

Reporting to the STS Supplier Account Management (SAM) Manager, STS Tier 1 Account Manager Specialist is accountable to support regional STS Suppliers related to statement reconciliations, queries, and escalations from internal/external customers. This position will be part of a team of STS SAM Specialists found in one or more Business Services Centers (BSC) based in Czech Republic, Costa Rica, and Malaysia.

The STS SAM activities will be performed in accordance with compliance requirements and global process design. The primary objective of the team is to build and develop relationships with internal and external customers, address customer inquiries and concerns, while acting as the primary point of contact for any concerns that may arise within STS processes and work to resolve in a timely manner. Account Managers will develop and implement account plans and strategies to ensure successful services to customers. They will deliver and execute STS SAM processes.

Position Responsibilities

Primary responsibilities for this position include, but are not limited to:

• Monitor and improve metrics to ensure health of STS SAM model.
• Collaborate with cross functional teams and external customers to deliver high quality service to suppliers by ensuring consistent, high-quality services to increase customer satisfaction.
• Lead weekly/monthly meetings with internal and external stakeholders.
• Complete root cause analyses
• Understand their role in the end-to-end SAM model design.
• Coach newly joined colleagues on STS process
• Effective collaboration with all the other STS subgroups to ensure a globally consistent approach.
• Develop a thorough understanding of the supplier and pain points.
• Manage day to day supplier communication and ongoing relationships as it relates to StS.
• Help develop and maintain process knowledge within SAM Team.
• Adhere to the global process design, policies, and compliance requirements.
• Raise opportunities and pain points to help inform strategy for continuous improvement opportunities.
• Identify common trends and themes with suppliers to identify long term solutions, reduce escalations and complex issues.
• Support suppliers with Audit requests
• Work closely with SAM Managers on areas of opportunities
• Responsible for preparing reports and analyzing supplier data such as POT %, Count of Overdues, and more, to ensure supplier and internal needs are met.
• Develop and implement account strategies.
• In some cases, Account Managers may be responsible for onboarding new suppliers or transitioning accounts between teams in STS.

Technical Skills Requirements

• Proficiency in Microsoft Office Apps (Excel, Word, PowerPoint at a minimum) required
• Organizational skills
• Written and verbal skills enabling effective communication
• Ability to operate independently and remain focused through change or uncertainty
• Customer service mind-set
• SAP and Ariba experience required
• Experience with Case Management tools

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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Required Skills:

Account Collections, Account Collections, Accounting, Account Management, Account Planning, Account Strategies, Adaptability, Analytical Problem Solving, Balance Sheet Account Reconciliations, Business Support, Compliance SOX, Consumer Relations, Credit Management, Customer Satisfaction, Customer Service Management, External Financial Reporting, Financial Accounting Controls, Financial Operations, Human Resources (HR) Shared Services Advisory, Interpersonal Relationships, IS Audit, Preparation of Financial Reports, Project Management, Quantitative Analytics, Report Preparation {+ 5 more}

Preferred Skills:

Job Posting End Date:

08/27/2025

• 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:R362010