Customer Representative Jobs in Silver Spring, MD

Job Description The HIV Customer Representative is a key member of the Customer Team and plays a critical role in supporting our Company's customer centric business model. This position is responsible for working with the Customer Team to understand and identify customer needs, supporting pull-through activities relative to the customer strategy, keeping with our Company's values and standards as governed by our policies and ensuring that our Company is viewed as demonstrating better health outcomes to healthcare professionals and their patients. The HIV Customer Representative demonstrates professionalism and leadership by modeling the required knowledge for successful execution of all Field Sales competencies.

Territory Information: This is a field-based sales position that is responsible for covering the Silver Spring, Maryland territory. This role also includes and is not limited to: Silver Spring, Bethesda, Columbia, Annapolis, Fredericksburg Maryland, Northern Virginia-Fairfax, Alexandria and Leesburg. The ideal location to reside is within this territory or within a reasonable commuting distance to those workload centers. Travel (%) varies based on candidate’s location within the geography.

• Communicates product information in a way that's meaningful and relevant to each individual customer; customizes discussions and client interactions based on understanding of customer's needs.
• Engages in informed discussions about products with HCP customers – knowing when/how to seek and provide additional information.
• Within select customer accounts, acts as primary point of contact for customer, meets with key customers/personnel to understand practice structure, business model, key influencers (IDS, ADAP, DOC, VAs, DOH)/network structure, customer needs and identifies business opportunities.
• For select customer accounts/HCPs, coordinates with customer team to develop customer strategy – outlining strategy for interactions/ relationship, solutions and potential offerings for customer.
• Demonstrates a focus on better health outcomes (considers the HCP & patient experience).
• Provides input into resource allocation decisions across customers.
• Identifies and selects programs/services available in the library of our "resources" to address customer needs.
• Maintains current understanding of practice structure, business model, key influencers/ network structure and makes information available to relevant stakeholders.
• Influences beyond their specific geography or product area.
• Embraces and maximizes new technological capabilities and channels to engage customers.
• Engages in all job responsibilities and activities with the highest standards of ethics and integrity, with particular emphasis on compliance with all relevant laws, policies and regulations.
• Demonstrates the ability to execute at each stage of the sales process.
• This role creates a compelling and logical rationale in positioning our Company's HIV products versus the competition by focusing on appropriate patient types and use of supportive approved resources.
• Demonstrates the ability to stay ahead of market trends, assesses impact of dynamics on current business state and makes proactive recommendations to meet the future needs of the business.
• Demonstrates innovation, resilience and is able to adapt to ambiguous/evolving business environments.
• Demonstrates advanced ability to ask strategic, insightful questions to obtain information on customer healthcare needs.
• Uses the insights to position HIV products and collaborates with customers on focused and customized business strategy.
• Demonstrates the ability to identify customer/market segments and industry conditions in local market.
• Special emphasis on Specialty Pharmacy to leverage business opportunities and understanding of HIV products distribution channels/challenges.
• Demonstrates the ability to drive results by appropriately managing the total Virology product portfolio by prioritizing individual opportunities and plan execution through customer segmentation, targeting and business analysis.
• Articulates the complexities of the HIV payer environment, recognizing the role each stakeholder plays in the ability to access our company's Virology product portfolio.
• Demonstrates the ability to apply understanding of account needs and inter-dependencies in order to develop and execute account plans.
• Collaborates and models teamwork with extended members of the Virology Account Team (CLs, CTLs, Managed Care, Marketing) in the development of long‑term account plans and customer centric solutions to improve value for both customers and patients.
• Demonstrates the ability to embrace and maximize current and future technological capabilities and multi‑channel opportunities to engage customers.
• Demonstrates high‑level collaboration skills to optimally maximize customer interactions and territory management with cross‑functional Virology and non‑Virology stakeholders such as Community Liaisons, IDS executives, fellow District members etc.
• Demonstrates the ability to forge and manage business relationships with difficult to access customers in a “no sample” environment.
• Demonstrates ability to function effectively and employ a “business owner mindset” during business cycles undergoing a high degree of change, including flexing across customer segments, product portfolios, and working in flexible matrix configurations.
• Demonstrates high‑level compliance with all Company policies and procedures.

Minimum Requirements: Bachelor’s Degree with at least 2 years Sales experience OR a minimum of high school diploma with at least 6 years of equivalent experience which could include professional sales, experience in marketing, military or healthcare/scientific field that is not sales related (pharmaceutical, biotech, or medical devices). Valid Driver's license. Willing to travel within the assigned territory to visit customers in-person and for national sales meetings/conferences.

Preferred Experience and Skills: Minimum of two (2) years working in one or more of the following areas: account management or sales experience working with Infectious Disease customers, with a preference for HIV product experience and/or launch experience. Preference for specialty sales experience across multiple specialty markets with a preference for launch experience. Experience in pharma, biotech or medical device sales. Demonstrated experience developing and executing plans for engaging customers and meeting customer needs. Demonstrated success in establishing, developing and maintaining relationships. Prior experience working in a highly regulated industry or environment where compliance to laws and policies is critical. Account experience working in complex hospital systems, teaching Institutions and community hospitals. Demonstrated skill set to identify account inter‑dependencies and build partnerships with key stakeholders/departments. Experience with complex payer environments, recognizing the role each stakeholder plays in the ability to access the product portfolio, especially pharmacy stakeholders. Current disease state customers acknowledge individual as a trusted and reliable representative. Experience interacting with scientific thought leaders and developing advocates across an adoption continuum. Demonstrated ability to develop customer relationships in a challenging-to-access or “no sampling” environment. High level of business acumen and account management skills. Current relationships with key opinion leaders within designated account preferred. Leadership, planning and organization, self‑motivation and initiative, ability to learn, understand and convey complex information. Understanding of the value and importance of approaching job responsibilities with ethics and integrity and working in a highly compliant environment.

#MSJR Required Skills: Adaptability, Hospital Sales, Pharmaceutical Sales Training, Sales Calls, Sales Metrics, Sales Pipeline Management, Sales Presentations, Sales Process Management, Sales Territory Management, Sales Training

Preferred Skills: US and Puerto Rico Residents Only: Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts

The salary range for this role is $106,200.00 - $167,200.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long‑term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Employee Status: Regular Relocation: No relocation VISA Sponsorship: No Travel Requirements: 75% Flexible Work Arrangements: Remote Shift: Not Indicated Valid Driving License: Yes Hazardous Material(s): N/A Job Posting End Date: 09/24/2026 *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.

Our company 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 we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.