Associate Business Support Specialist (Japanese Bilingual)

Overview

Our Global Business Solutions (GBS) organization is responsible for the design, governance, and execution of global processes. Within GBS, the Source to Settle (STS) organization ensures that employee purchase orders, 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 Service and Relationship Delivery (SRD) Support Manager, the STS Tier 1 Associate Specialist is accountable for supporting STS related queries for internal and external customers. The role involves actively managing cases and responding to customers via phone. The position is part of a team of STS SRD Tier 1 Specialists located in our Company’s Business Services Centers (BSC) in the Czech Republic, Costa Rica, and Malaysia.

The team will deliver and execute STS SRD Tier 1 processes by applying the "Follow the Sun Model" wherever possible.

The STS SRD Tier 1 activities will be performed in accordance with compliance requirements, Service Level Agreements (SLAs) and our global process design. The primary objective of the team is to ensure that all cases and issues raised to the STS Support Tier 1 team are addressed correctly, completely and in a timely manner. The team will focus heavily on first-time resolution of cases and eliminating handoffs. The team should ensure issues are resolved at the root cause to avoid recurring cases and provide the highest levels of customer service to ensure a positive customer service.

Responsibilities

• Being part of a team of STS professionals executing STS SRD Tier 1 processes globally, applying the “Follow the Sun Model” (wherever there is no language dependency).
• Ensuring tickets are taken care of with utmost quality and in a timely manner (based on the defined SLAs).
• Providing first-in-class customer support through the case management tool (ServiceNow) and telephony system.
• Understanding their role in the end-to-end design.
• Delivering high-quality service to employees and suppliers to increase customer satisfaction.
• Collaborating effectively with SRD Tier 2 analysts as well as all other STS subgroups to ensure a globally consistent approach.
• Adhering to the global process design, policies, and compliance requirements.
• Raising opportunities and pain points to help inform strategy for continuous improvement opportunities.
• Identifying common trends and themes in the support group to identify long-term solutions and reduce the number of cases created.
• Working closely with SRD Tier 2 and the Global Governance team on frequent flyers and other areas of opportunity.
• Driving adoption and effective use of the ServiceNow platform for documenting and tracking service requests and issues.
• Using available ServiceNow dashboards to drive productivity as well as consistency.
• Supporting other team members by providing cover when required.

Education & Experience

Required Attributes

Physical Position Requirements

Possible Career Moves

Required Skills

Adaptability, Business Support, Communications Support, Credit Management, Customer Technical Support, Financial Accounting Controls, Financial Operations, Human Resources (HR) Shared Services Advisory, Invoice Processing, IT Infrastructure Support, Preparation of Financial Reports, Process Improvements, Productivity Improvements, Project Risk Assessments, Quantitative Analytics

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 : VISA Sponsorship :

Travel Requirements :

Flexible Work Arrangements : Hybrid

Shift :

Valid Driving License :

Hazardous Material(s) :

Job Posting End Date :

12 / 8 / 2025

Note : 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 : R

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