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 digitize everywhere possible using the power of code to maximize our impact on patients.”

Here’s What You’ll Need (Basic Qualifications)

• Bachelor’s degree in business, supply chain, information technology, or related field, or equivalent combination of education and experience required.

• 3+ years of experience in customer service operations, customer support, or commercial operations support roles (e.g., order management, customer care, customer operations).

• Experience working with enterprise systems and/or ticketing/CRM tools to manage customer requests and document outcomes (e.g., ServiceNow, Salesforce, SAP, or similar).

• Ability to own, prioritize, and manage a high-volume work queue with limited daily direction; comfortable working to deadlines and service levels.

• Strong written and verbal communication skills; ability to explain processes and decisions clearly in plain, non-technical language.

• Well-organized, detail-driven, and proactive with sound judgment for escalation and stakeholder alignment.

• Analytical skills to identify patterns, summarize issues, and translate insights into actionable process improvements.

• Proficiency in English (verbal and/or written) required due to global collaboration needs.

Here’s What You’ll Bring to the Table (Preferred Qualifications)

• Experience supporting pharma, biotech, life sciences, or other regulated industries.

• Experience with SAP S/4, SAP MDG, and/or customer master data processes; familiarity with data governance tools such as Collibra, Alation, or similar.

• Knowledge of order-to-cash processes (orders, shipments, invoicing, credits, returns) and common customer service performance metrics (e.g., SLA adherence, first contact resolution, backlog management).

• Familiarity with data and privacy requirements such as GDPR, CCPA, and regulated system expectations (e.g., GxP/21 CFR Part 11) is a bonus.

• A continuous improvement mindset, with experience improving templates, playbooks, SOPs, or service workflows in a fast-paced environment.

• Comfortable collaborating across time zones and functions; adaptable, resourceful, and willing to roll up your sleeves.

Pay & Benefits

At Moderna, we believe that when you feel your best, you can do your best work.  That’s why our global benefits and well-being resources are designed to support you—at work, at home, and everywhere in between.

• Best-in-class healthcare, plus voluntary benefit programs to support your unique needs

• A holistic approach to well-being with access to fitness, mindfulness, and mental health support

• Family building benefits, including fertility, adoption, and surrogacy support

• Generous paid time off, including vacation, bank holidays, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown

• Savings and investments to help you plan for the future

• Location-specific perks and extras

The benefits offered may vary depending on the nature of your employment with Moderna and the country where you work.

About Moderna

Since our founding in 2010, we have aspired to build the leading mRNA technology platform, the infrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world.  

By living our mission, values, and mindsets every day, our people are the driving force behind our scientific progress and our culture. Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities. 

We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast Company Best Workplace for Innovators, and a Great Place to Work in the U.S. 

As we build our company, we have always believed an in-person culture is critical to our success. Moderna champions the significant benefits of in-office collaboration by embracing a 70/30 work model. This 70% in-office structure helps to foster a culture rich in innovation, teamwork, and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn, contribute, and make a meaningful impact. 

If you want to make a difference and join a team that is changing the future of medicine, we invite you to visit modernatx.com/careers to learn more about our current opportunities. 

Moderna is a smoke-free, alcohol-free, and drug-free work environment. 

Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply! 

Moderna is committed to equal opportunity in employment and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We’re focused on attracting, retaining, developing, and advancing our employees. By cultivating a workplace that values diverse experiences, backgrounds, and ideas, we create an environment where every employee can contribute their best. 

Moderna is committed to offering reasonable accommodation or adjustments to qualified job applicants with disabilities. Any applicant requiring an accommodation or adjustment in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations and Adjustments team at leavesandaccommodations@modernatx.com. 

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