Customer Service Agent - US Commercial

If you’re interested in this role, please apply in English and include an English version of your Resume/CV. The Role Joining Moderna means advancing mRNA science to transform medicine. Work with exceptional global teams on a broad pipeline and build a career that makes a real difference for patients. Moderna is strengthening its international business services hub in Warsaw, supporting our growing global operations. We welcome professionals ready to help advance our mission and shape the future of mRNA medicines. As an Associate within Customer Service Support, you will play a critical role in enabling US Commercial Operations by delivering accurate, timely, and customer-focused service excellence. Based in our Enterprise Solutions Hub (MESH) in Warsaw, you will serve as a frontline partner to both internal stakeholders and external customers. This position ensures a consistent and high-quality customer experience by managing customer inquiries, coordinating order-to-cash activities, maintaining audit-ready documentation, and strengthening the integrity of customer and transactional data that underpins efficient business execution. Here’s What You’ll Do Provide customer service support for US Commercial Operations by managing inquiries through designated channels (e.g., email), ensuring timely, accurate, and professional responses aligned with defined service-level expectations. Serve as a frontline partner to internal stakeholders and external customers, resolving questions and issues across customer setup, ordering, shipments, invoicing, and general service needs. Coordinate end-to-end issue resolution by triaging requests, gathering required information, escalating when appropriate, and proactively communicating status updates and final outcomes to stakeholders. Support order-to-cash processes by assisting with order reconciliation, order status updates, shipment tracking, invoice and credit support (including rebilling), and returns-related coordination as applicable — partnering cross-functionally to resolve exceptions and ensure seamless execution. Maintain clear case documentation and audit-ready records, including inquiry details, actions taken, and final resolution; contribute to knowledge base articles and standard work instructions to institutionalize learning. Prepare operational analysis and reporting for leadership and stakeholders, including volume trends, response and resolution performance metrics, recurring issue themes, and data-driven improvement recommendations. Lead incident triage and root cause analysis for customer-impacting service or data issues; implement and communicate preventive actions designed to reduce repeat incidents and strengthen process reliability. Partner closely with Digital/IT and cross-functional teams to support tool usability, troubleshoot system-related issues, and participate in testing and validation of system enhancements across platforms such as SAP, MDG, ServiceNow, and future technologies. Identify and drive continuous improvement initiatives across customer support workflows, templates, training materials, quality checks, and documentation standards to enhance operational efficiency and customer satisfaction. Leverage digital tools and evolving technologies — including automation and emerging Generative AI capabilities — to enhance service responsiveness, data quality, knowledge management, and operational insights within the Enterprise Solutions Hub. Undertake additional duties aligned to the scope of the role and your qualifications, contributing flexibly to evolving business needs. This is an individual contributor role based in Warsaw with a US geographical remit, requiring close alignment with US Commercial Operations and adherence to defined processes, service-level expectations, and data governance standards. The key Moderna Mindsets you’ll need to succeed in the role: “We act with urgency; Action today compounds the lives saved tomorrow.” “We d ... (truncated, view full listing at source)