Associate Specialist, STS Service & Relationship Delivery (Tier 1) - Costa Rica

Job description

Job Description The Associate Specialist, STS Service & Relationship Delivery (Tier 1), provides first-level support for Source-to-Settle (STS) inquiries from employees and suppliers. This role is responsible for managing cases through ServiceNow and phone support, ensuring timely resolution, high-quality customer service, and compliance with global processes and service level agreements (SLAs). Key Responsibilities Manage and resolve STS-related inquiries and tickets within defined SLAs. Provide high-quality support to internal and external customers via ServiceNow and telephone channels. Deliver a strong customer experience with a focus on first-contact resolution. Collaborate with Tier 2 support teams and other STS functions to ensure consistent service delivery. Identify recurring issues, trends, and opportunities for process improvement. Adhere to global policies, controls, compliance requirements, and process standards. Utilize dashboards and reporting tools to monitor productivity and service quality. Support team objectives through collaboration, knowledge sharing, and coverage when needed. Qualifications Bachelor's degree in Business Administration, Finance, Accounting, or a related field preferred. Previous experience in Shared Services, Finance, Customer Service, or Source-to-Settle processes is preferred but not required. Fluency in English (written and verbal) is required. Fluency in an additional language, such as Portuguese, Spanish, French, German, Italian, Dutch, Japanese, Korean, Mandarin, or others, is highly valued. Strong analytical, problem-solving, and organizational skills. Excellent communication and interpersonal abilities. Customer-focused mindset with a continuous improvement approach. Ability to work effectively in a fast-paced, global team environment. Technical Skills Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint. Knowledge of SAP ECC, Ariba, and ServiceNow is a plus. Understanding of Source-to-Settle (STS) or Procure-to-Pay (P2P) processes is preferred. Required Skills: Adaptability, Adaptability, Business Agility, Business Informatics, Business Management, Business Support, Client Satisfaction, Communications Support, Constructive Feedback, Credit Management, Customer Centricity, Customer Engagement, Customer-Focused, Customer Technical Support, Decision Making, Financial Accounting Controls, Financial Operations, Human Resources (HR) Shared Services Advisory, Influencing Skills, Invoice Processing, IT Infrastructure Support, Knowledge Sharing, Management Support, Managing Ambiguity, Policy Compliance {+ 8 more} 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: No relocation VISA Sponsorship: No Travel Requirements: No Travel Required Flexible Work Arrangements: Not Applicable Shift: Not Indicated Valid Driving License: No Hazardous Material(s): N.A Job Posting End Date: 09/10/2026 *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.