Customer Service Analyst
11 Minutes ago • 4-5 Years
Customer Service
Job Description
Responsible for ensuring a positive customer experience through efficient handling of requests and complete management of the order cycle. This includes processing and analyzing sales orders, tracking deliveries with warehouses and carriers, and updating data in SAP. Collaborates with Sales and Logistics teams, monitoring shortages, product allocation, and supporting the billing process. Leads continuous improvement initiatives, develops work instructions and area indicators, ensuring perfect order execution. Also contributes to the integration of new customers and team members, proposing and implementing solutions that add value to the business.
Good To Have:
- Desirable knowledge of Office Suite.
- Desirable basic tax knowledge (ICMS, IPI).
- Desirable basic logistics knowledge (national/international).
- Desirable knowledge of bulk orders.
- Desirable experience with digital platforms for receiving orders.
- Desirable knowledge of chemistry, handling and risks.
Must Have:
- Provide daily support for customer requests via email, including purchase orders, documentation, deliveries, price adjustments, and complaint management.
- Serve customers using corporate tools (WhatsApp, Teams, mobile, and landline).
- Lead the resolution of complex complaints and disputes, involving internal areas when necessary.
- Act as a focal point in specific processes, such as returns, RNCE (Customer Complaint Report), and Perfect Order initiatives.
- Propose and lead continuous improvement initiatives in systems and processes.
- Monitor KPIs related to Perfect Order, identifying deviations and improvement opportunities.
- Accurately execute order entry processes (purchases, credits, debits, returns, and samples).
- Coordinate with logistics to track deliveries and provide proactive updates to customers.
- Manage RNCE reports and support root cause investigations.
- 4-5 years of experience in Customer Service.
- Higher Education in Business Administration, Foreign Trade, Chemical Engineering or related course.
- Advanced English.
- Intermediate Spanish.
- Experience in SAP ERP System - Customers/Orders/Billing Module.
Description
Job Success Profile
Customer Service Analyst
Location: Office in Sumaré, SP, Brazil
Language: Native Portuguese, advanced English, and intermediate Spanish or above
Travel Frequency: Not foreseen
Mission of the position
Responsible for ensuring a positive customer experience through efficient handling of requests and complete management of the order cycle. This includes processing and analyzing sales orders, tracking deliveries with warehouses and carriers, and updating data in SAP.
Acts collaboratively with the Sales and Logistics teams, monitoring shortages, product allocation, and supporting the billing process. Leads continuous improvement initiatives, develops work instructions and area indicators, ensuring the execution of the perfect order.
Also contributes to the integration of new customers and team members, proposing and implementing solutions that add value to the business.
Success Metrics
Excellence in Customer Experience and Relationship Management
- Provide daily support for customer requests via email, including purchase orders, documentation, deliveries, price adjustments, and complaint management.
- Serve customers using corporate tools (WhatsApp, Teams, mobile, and landline).
- Lead the resolution of complex complaints and disputes, involving internal areas when necessary.
- Support the integration of new customers and strengthen existing relationships.
- Act as a focal point in specific processes, such as returns, RNCE (Customer Complaint Report), and Perfect Order initiatives.
- Facilitate clear and agile communication between Customer Service and partner areas (Sales, Finance, Supply Chain).
Process Optimization and Performance Monitoring
- Propose and lead continuous improvement initiatives in systems and processes.
- Share best practices for using SAP with the team, promoting operational efficiency.
- Monitor KPIs related to Perfect Order, identifying deviations and improvement opportunities.
- Represent the local team in regional and global projects, aligning with best practices.
- Create and maintain updated work instructions and process documentation.
- Develop analytical performance reports, highlighting trends, bottlenecks, and actionable insights.
Operational Support and Multifunctional Collaboration
- Accurately execute order entry processes (purchases, credits, debits, returns, and samples).
- Monitor product shortages and generate reports as needed.
- Coordinate with logistics to track deliveries and provide proactive updates to customers.
- Manage RNCE reports and support root cause investigations.
- Act as backup for team colleagues, ensuring continuity in service and support.
Competencies
- Customer Focus
- Organization
- Problem Solving
- Clear and Effective Communication
- Resilience
- Emotional Intelligence
- Responsibility
- Time Management
- Interpersonal Relationship
Minimum requirements to apply for the position
- Customer Service Experience: 4-5 years
- Higher Education in Business Administration, Foreign Trade, Chemical Engineering or related course
- Advanced English
- Intermediate Spanish
- Experience in SAP ERP System - Customers/Orders/Billing Module
- Desirable knowledge of Office Suite
- Desirable basic tax knowledge (ICMS, IPI)
- Desirable basic logistics knowledge (national/international)
- Desirable knowledge of bulk orders
- Desirable experience with digital platforms for receiving orders
- Desirable knowledge of chemistry, handling and risks
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