Posted- Project Coordinator

Job Description

A career at our company is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. TITLE OF POSITION Customer Excellence Quality Management Specialist REPORTING TO (Position) Customer Excellence Quality Manager ORGANISATION UNIT Customer Excellence R&A WE FUNCTION Business Process Excellence LOCATION Molsheim/Amsterdam COUNTRY France /Netherlands PURPOSE OF THE ROLE (high level summary) The Customer Excellence Quality Management Specialist champions ISO compliance within Customer Excellence. He/she is responsible for managing risk and ensuring customer satisfaction related to Customer Excellence activities Western Europe. He/she ensures continuous improvement of business operations and is responsible for monitoring the adherence to internal control procedures and ensuring corrective and preventative actions are executed and tracked. He/she acts as a gate keeper for audit compliance and continuous improvement. KEY TASKS & RESPONSIBILITIES
• Responsible for the management, documentation, and review of ISO relevant materials for Customer Excellence, including functional ManGo (Merck Group Electronic Document Management System) author and approver roles.
• Manages the annual process reviews for Customer Excellence.
• Coordinates and leads the Customer Excellence organization successfully through internal/external audits, acting as the single point of contact for auditing partners and internal quality organizations.
• Provides any necessary documentation and information for internal/external audits.
• Implements any CAPA activity for Customer Excellence following audit observations or control findings.
• Defines and maintains tests of the internal control process to monitor high risk activities within Customer Excellence and is responsible for regular sampling to ensure adherence and compliance.
• Develops and implements sustainable best practices to improve the efficiency and effectiveness of Customer Excellence operations.
• Coordinates Change Control by supervising and recording the progress of change phases initiated within Customer Excellence.
• Acts as Gatekeeper for Complaint Management: Tracking CAPA activity, tracking all improvements and measures the progress within Customer Excellence.
• Acts as a Gatekeeper for Customer Experience: Monitors the customer satisfaction survey results, ensures actions are taken to close the loop with our customers. Manages the survey process. Be the main contact for collaboration initiatives at regional or global level of the organization.
• Coordinates the internal satisfaction survey process for Customer Excellence.
• Provides guidance and feedback to help operational teams identify areas for improvement.
• Leads and participates in projects and complex studies to support Customer Excellence.
• Champions the Lean Six Sigma methodology across Customer Excellence.
• Respects, lives, and shares the Merck values
Interfaces with other Departments/Functions (for example but not limited to):
• BT
• Commercial Operations
• Customer Excellence teams
• Distribution
• Finance
• Global Customer Experience Lead
• Quality
• Sales Enablement
• Sales organization
• Supply Chain
External Interfaces (for example but not limited to):
• Auditors
• Consultants
• Suppliers for projects/benchmarking
• Third-party providers
QUALIFICATION & SKILLS (minimal requirements):
• Fluency in written and spoken English
• Fluency in another European language is an asset
• Knowledge of ISO requirements for Customer Excellence
• Experience in Customer Excellence procedures
• Ability to understand and respect end to end procedures
• Good negotiation skills and diplomatic approach
• Ability to challenge the status quo
• Audit and self-inspection experience
• Willingness to travel
ANNEXE 2 DOC N hidden_mobile3 APPROVAL DISCLAIMER : the above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. In case this job description is not mentioned as a goal and signed within the PMP, it must be signed by both the manager and the employee and stored. This document shall be revised during review of individual objectives (mid-year/annual). Employee Signature Manager Signature Date Date Print Name Employee Print Name Manager DOCUMENT HISTORY Version Date Descriptions Changed by 1.026-March-2020Change of template to align with EQ/LS procedures (integration of Qualification & Skills, signature, document history)Muriel Generaux-Clauss2.027-July-2021 Change of content of KEY TASKS & RESPONSIBILITIES to reflect changed and new tasks and responsibilities: Added information relative ManGo. More specific information related to testing for internal controls. Added change control coordination. Inserted the collaboration at regional and global level for Customer Experience gatekeeper. Some document wording was improved.Val rie CoudouneauWhat we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity. We believe that it drives excellence, innovation, and human progress. We care about our customers, patients, and our rich mix of people. This diversity strengthens our ability to lead in science and technology. We are committed to creating access and opportunities for all and empower you to fulfil your ambitions. Our diverse businesses offer various career moves to seek new horizons. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to bring their curiosity to life!,

Keyskills :
sitedeliverycustomer relationsproject managementdocumentationlean six sigmasix sigmaspoken englishchange controlaudit complianceinternal control