OTC Order Management Manager
Merck Sharp & Dohme Corp
Prague, CZ
před 9 dny


MSD is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products.

The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where MSD has codified its 125-

year legacy. MSD’s success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

MSD’s Financial division helps plan and analyze the resources that allow us to continue advancing medical innovation around the world.

This team of attentive, exacting individuals prepares and organizes financial assets in order to drive MSD’s momentum towards providing the world with an evolving, diversified portfolio of prescription medicines, vaccines, and animal health products that fuel global wellness.

MSD Regional Delivery Centers (RDC), located across three regions (Americas, Europe, and Asia), are responsible for the timely and efficient delivery of standardized, global financial processes.

The RDC Europe in Prague, Czech Republic will be responsible for the execution and delivery of a broad range of financial services and processes across MSD business divisions and markets for the Europe region.

Order Management Manager is responsible for commercial services in the OtC area such as Order Processing, monitoring, and customer service.

The position ensures all transactional activity is properly recorded and compliant with country statutory and tax requirements.

This position works closely with key stakeholders and act as a subject matter expert in the OtC Order Management space.

Position Responsibilities,

Candidates must have strong Accounts Receivable knowledge & people management expertise. The primary role of the Manager is as the first escalation point for queries & issues within the team.

The Manager role will include but not be limited to the following :

  • Manage a team of order management analysts responsible for execution of timely, accurate and compliant processing of sales orders, claims and returns for MSD to wholesaler, distributors, and Hospitals.
  • Effectively communicate to direct reports and management in regard to work tasks and deadlines.
  • Provide operational governance and accountability to BPO including audits, operational feedback, meeting established SLA’s & KPIs review and adherence to standard operating procedures.
  • Manage relationships with process owners to identify continuous improvement opportunities.
  • Coach and mentor. Evaluate performance. Train new comers to the team
  • Partner with Local Market representatives and other key stakeholders
  • Coordinate team, review actions, analyze results and communicate progress effectively
  • Manage day to day activities execution related to Order Management, Customer Service and ensure all controls and compliance requirements are met.
  • Manage & oversee internal & external audit deliverables for the team.
  • Serve as a key liaison between supported markets / divisions and manage all escalation inquiries related to Order Management.
  • Ensure workload and resource planning is effective, and that related needs are communicated for resolution.
  • Provide guidance and support to the team with career planning and developmental opportunities.
  • Build and maintain business partnering relations with markets. Take on proactive position to address potential issues.
  • Continuously look for process improvements.

  • Ensure setup, documentation, monitoring and maintenance of processes and procedures in the responsible area.
  • Handle Order Management procedure inquiries, ad hoc reporting and analysis requests; provide periodic customer / site training.
  • Assist RDC Senior Leadership Team and engage in active cross-functional leadership collaboration; participate in or lead special projects that require creative and analytical skills.
  • Manage migration project activities related to Order Management (including personnel hiring, processes design and documentation approval).
  • Perform detailed ledger reviews to ensure integrity of data across relevant markets.
  • Provide timely updates to Standard Operating Procedures (SOPs) & Internal Controls where applicable and ensure sound knowledge of all relevant SOPs and I / C’s within the team.


  • Bachelor’s Degree in Business Administration, Accounting or Finance
  • Minimum of 5 to 8 years of experience in a supply chain order management department of a multinational company
  • Proven Experience in OtC (Order Management) desired.
  • Business-level English language skills (speaking and writing) required
  • Management and supervisory experience is a must, preferably in a shared service environment
  • Ability to work independently, capable of handling multiple projects and deadlines simultaneously
  • Solid communication, interpersonal, and organization skills required
  • Ability to build, lead, and manage an effective team of highly-qualified and culturally diverse professionals
  • Have a thorough knowledge of order management specific
  • Have considerable experience wit end to end supply chain order management
  • Ability to work independently and with a team in a fast-paced and high volume environment with emphasis on accuracy and timeliness
  • Ability to build, lead, and manage an effective team of highly-qualified and culturally diverse professionals
  • Intermediate to Advanced PC skills (MS Excel, Word, PowerPoint) required
  • Demonstrated commitment to education and professional development
  • Experience using SAP desired
  • Familiarity with US GAAP preferred
  • Your role at MSD is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement.

    At MSD, we’re inventing for life.

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