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Customer Services Assistant

hace 3 semanas

Santiago, Metropolitana, Chile MSD A tiempo completo

Job Description

Atender y resolver casos de postventa y reclamos en Chile, administrar pedidos y facturación relacionados con tecnología y material promocional, mantener la integridad de datos maestros de clientes y materiales, y apoyar la gestión comercial (cuadraturas, seguimiento de órdenes y apoyo a cobranza). El rol exige alta orientación al cliente, capacidad de análisis, manejo de sistemas y cumplimiento estricto de normativas y políticas internas.

Principales responsabilidades:

  • Gestionar la aplicación de reclamos en Chile: ingresar, priorizar, derivar y cerrar casos con trazabilidad y tiempos definidos.

  • Investigar y resolver casos de postventa; coordinar acciones con áreas internas y comunicar la resolución a clientes internos/externos.

  • Apoyar a finanzas en el análisis y conciliación de diferencias entre libros de ventas y sistemas contables.

  • Gestionar el ciclo de pedidos de tecnología: recepción, validación, autorización y facturación.

  • Controlar la asignación y uso de folios/facturación especial conforme a políticas internas y normativa aplicable.

  • Crear y actualizar registros de clientes en los sistemas, garantizando datos completos y consistentes para facturación y gestión comercial.

  • Configurar y mantener reglas de distribución en facturador electrónico para asegurar recepción y correcta derivación de documentos.

  • Apoyar al BSC en la gestión de cobranza: enviar respaldos, aclarar discrepancias y coordinar acciones de recuperación.

  • Facturación de Devices para pago de impuestos: coordinar con Logística los cálculos y la recepción de información necesaria para preparar las facturas de Devices en cierre mensual.

  • Facturación de bonificaciones: registrar y emitir facturas por bonificaciones/entregas gratuitas en cierre mensual

  • Gestión del maestro de material promocional: crear y mantener ítems, descripciones, códigos y vigencias en el sistema.

  • Emisión de Guía de Despacho (GD) para material promocional y asegurar su entrega en coordinación con área logística.

  • Actualización de stock en Orders de material promocional y Devices.

  • Realizar tracking de pedidos y notificar incidencias en la plataforma.

  • Garantizar el cumplimiento de los requerimientos de Compliance y de las políticas internas de la compañía en todas las actividades.

Required Skills:

After Sales Technical Support, After Sales Technical Support, Business Administration, Communication, Compliance Assurance, Compliance Policies, Compliance Reviews, Cross-Team Coordination, Customer Relationship Management (CRM) Utilization, Customer Service, ERP Financial Systems, Higher Education Administration, Legal Compliance, Logistics Management, Order Processing, Policy Development, Policy Procedures, Post-Sales Support, Problem Resolution, Quota Management, Regulation Enforcement, Report Preparation, Sales Data Management, Sales Operations, Sales Quotes {+ 3 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
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:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

11/18/2025

*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.

Requisition ID:R371726