Resolution Center Analyst
()San José, Costa Rica
hace 6 días
source :


MSD’s Business Service Centers (BSC), located across three regions (Americas, Europe, and Asia), are responsible for the timely and efficient delivery of standardized, global financial processes.

The BSC Americas in San Jose, Costa Rica 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 Americas region.

The Resolution Center will be responsible for the execution and delivery of the customer service for all applicable markets in the Americas.

Scope of position includes handling and resolving internal and external stakeholder requests pertaining to procurement process, invoice process, and employee expense management.

Main Responsibilities

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

Resolve customer queries in the areas of procurement, accounts payable and employee expense management inquiries, mainly via phone calls received at the contact center

Through daily problem resolution, identify and propose process improvement

Assist in communications with internal business customers

Collaborate with various Merck / MSD organizations to resolve process and / or technical issues across multiple ERP systems

Properly and effectively escalate issues that cannot be resolved real time

Ensure compliance with company policies and procedures and supports company mission, values and standards of ethics and integrity

Collaborate with various personnel to resolve reconciliation issues within system and / or vendor relationships

Effectively manage and prioritize workload efficiently and accurately while maintaining a positive customer service culture


Minimum of 2 years of experience in a finance or accounting department of a multinational company preferred

Business Level fluency (oral and written) in Spanish, French and English languages

Experience working with Case / Ticket Management Software, specifically BMC Remedy

Experience using SAP

2+ year of experience in P2P, accounts payable

Experience working in an organization providing services across multiple markets or geographies


Bachelor's Degree in Business Administration, Accounting or Finance

Pharmaceutical industry experience

Our employees are the key to our company’s success. We demonstrate our commitment to our employees by offering a competitive and valuable rewards program.

Our Company’s benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives.

  • u1 : p / u1 : p-
  • Job : Shared Services

    Employee Status : Regular

    Travel : Number of Openings : 1

    Shift (if applicable) : Hazardous Materials :

    Hazardous Materials :

    Company Trade Name : MSD-ul

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