STS Tier 1 Support Associate Specialist with Dutch

Job Description

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 our 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.

Primary responsibilities for this position include, but are not limited to:

• 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

Requirements:

• Education: Bachelor's degree in accounting, finance, business administration, or related field preferred; 1 year of relevant experience in General Accounting/Finance Shared Services, customer service, or Source-to-Settle preferred but not mandatory.
• Language: Business-level fluency in English required (oral and written); Additional language is required - Dutch
• Technical systems: Experience with SAP ECC and Ariba desired.
• Productivity tools: Proficiency in Microsoft Office applications (Excel, Word, PowerPoint at minimum) required.
• Case management & service tools: Experience with case management tools such as ServiceNow is beneficial.
• Core skills & mindset: Strong diligence, problem-solving, analytical skills, continuous improvement mindset, customer-focused and results-driven with a sense of urgency and initiative.
• Interpersonal & organizational abilities: Excellent communication and interpersonal skills across cultures, organizational skills, ability to work independently and in teams (sharing knowledge and feedback), high integrity and engaging disposition.

What we offer:

• Exciting work in a great team, global projects, international environment
• Opportunity to learn and grow professionally within the company globally
• Hybrid working model, flexible role pattern (e.g., even 80% full-time is possible in justified cases)
• Pension and health insurance contributions
• Internal reward system plus referral program
• 5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution
• Cafeteria for tax free benefits according to your choice (meal vouchers, Lítačka, sport, culture, health, travel, etc.), Multisport Card
• Vodafone, Raiffeisen Bank, Foodora, discount programs
• Competitive salary, incentive pay, and many more

We are actively seeking candidates who speak additional languages; please visit our website to view current multilingual openings and apply for roles that match your language skills.

Required Skills:
Business Support, Communications Support, Customer-Support, Customer Technical Support, Dutch Language, English Language, Financial Operations, Supplier Management

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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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:
Not Applicable

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:
01/25/2026
*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.