Job Description
This role is part of National Contract Operations and Supply Chain (NCOSC), which delivers end-to-end services that enable affordable patient access, deliver insightful customer experiences, and support enriching employee experiences across IAM Contract Management, Service Agreement, Account Management, and Channel Strategy lifecycles. The Integrated Account Management (IAM) team holds direct account and contract responsibility across the U.S. health care system — including pharmacy benefit managers (PBMs), health plans, state Medicaid agencies, pharmacies/wholesalers, and infusion companies — for our Company's commercial and government business.
Our success depends on the integrity, knowledge, imagination, skill, diversity, and teamwork of people like you. We foster an environment of mutual respect and encouragement where you will collaborate with talented colleagues and have opportunities to grow your career.
This is a hybrid position where the Returns Analyst role would perform the Compliance Analyst role’s duties ~25% of the time and vice versa where the Compliance Analyst role would perform the Returns Analyst role’s duties ~25% of the time. In other words, the different Analysts will swap on a routine basis, plus back each other up when one Analyst is out of the office.
The Returns Analyst is responsible for managing the activities and programs with all of our Company's North American customers including National and Regional Wholesalers, relative to the returns of all our Company products. Additionally, they investigate and seek resolution for customer needs when issues/opportunities are presented; and participates in project teams with other areas of our Company to address and manage business, process and system issues; will perform end to end activities of accounting for units of product returned. Main tasks will be reviewing, reporting, and analyzing return data in support of accurate customer reimbursement.
Specific responsibilities include, but are not limited to:
Act as our Company's central point of contact for the management of North American customer product returns
Review, analyze and coordinate return orders as appropriate through a series of established business processes
Collaborate with external stakeholders to ensure accurate credit is provided for customer product returns, mitigating revenue leakage
Coordinate SAP access requests to ensure Order Manager Center (OMC) employees and contractors have appropriate allowances, while making sure to avoid Separation of Duty violations or unnecessary exposure of company information
Collaborate with external stakeholders to ensure accurate credit is provided for customer product returns, mitigating revenue leakage
The Compliance Analyst is responsible for managing the activities and programs with our Company's National and Regional Distributors, relative to the order management of all our Company products with a focus on controlled substances and supply issues such as product allocations. Additionally, he/she: engages, advocates and seeks resolution for customer needs when issues/opportunities are presented; helps to achieve marketing and sales objectives for new product launches by making sure the ordering system (SAP) is correct to ensure that the eligible customers are able to get the product according to the launch teams plan; and participates on project teams with other areas of our Company to address and manage business, process and system issues
Specific responsibilities include, but are not limited to:
Act as a central point of contact within our Company's Order Management Center for the management of the control processes associated with our Company's Controlled Substance products.
Review, analyze, and execute all orders that are blocked within the Sales Order Monitoring tool.
Ensure FDA regulated products follow established SOPs for processing. Analyze and appropriately remediate all orders that fall outside of SOP guidelines.
Work closely with Compliance to ensure procedures are up-to-date and meet current regulations.
Perform as the point within our Company's Order Management Center for the management of Customer and Pricing Master Data escalations
Manage OMC access requests to Appian (the document repository for all requested master data changes for SAP) to ensure employees have appropriate allowances and maintain proper access
Support Channel Solutions and Compliance to ensure operational controls are appropriately documented and entered in AuditBoard (document repository for the OMC Auditable Controls)
Central point of contact for external audit inquiries as it relates to the OMC and support Channel Solutions and Compliance with internal audit inquiries.
Qualifications
Education:
Minimum of a B.S./B.A. degree
Required Experience:
Minimum of (2) years of experience working with data/analytics
Proficiency in all Microsoft applications (Outlook, Word, Excel, PowerPoint)
Strong interpersonal and communication skills
Demonstrated ability to anticipate and solve problems.
Strong business judgment and decision-making ability.
Ability to work independently
Ability to collaborate seamlessly with all colleagues (requirement to hand-off with other Returns/Compliance Analyst)
5% Travel
Preferred Experience:
Knowledge of our Company's Product Line, Customer Base and Pharmaceutical Marketing
Knowledge of SAP, particularly the Order to Cash components
Required Skills:
Account Management, Account Management, Adaptability, Animal Vaccination, Business Decisions, Channel Partner Marketing, Contract Management, Customer Experience (CX), Customer Experience Management, Customer Insights, Customer Relationship Management (CRM), Data Analysis, External Audit, Financial Acumen, Interpersonal Relationships, IS Audit, Managing Distribution Channels, Market Access Strategies, Market Management, Pharmacy Benefits Management (PBM), Product Knowledge, Regulatory Compliance, Risk Control Self Assessment, Sales Objectives, Sales Target Achievement {+ 4 more}Preferred Skills:
Current Employees apply HERE
Current Contingent Workers apply HERE
US and Puerto Rico Residents Only:
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:
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.
U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.
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:
RegularRelocation:
No relocationVISA Sponsorship:
NoTravel Requirements:
10%Flexible Work Arrangements:
HybridShift:
Not IndicatedValid Driving License:
NoHazardous Material(s):
n/aJob Posting End Date:
11/20/2025*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.