Customer Service Coordinator

Role Overview

• Lead supervisors and operational teams through governance and the definition of productivity targets, aiming to maintain results delivery across all service cells (N1 and N2 support for general assistance, service for Construction clients, and interactions with Prime builders and inbound leads).
• Monitor compliance with SLAs and service metrics by tracking dashboards and productivity reports to ensure tickets are resolved within deadlines agreed with customers and the sales force.
• Manage the NPS metric: develop diagnostics and build action plans with impacted areas to improve service levels, monitor KPIs, and ensure visibility of the plan to leadership.
• Supervise and control QM (Quality Management) return processes to ensure the proper initiation of the returns workflow.
• Ensure operational governance through auditing samples of tickets and system flows to guarantee that all support and return activities follow quality procedures.
• Develop a high-performance team focused on simplifying, digitizing, and automating processes. Drive continuous improvements that meet customer needs and align with the company's value proposition and strategic objectives.
• Responsible for the Customer Portal, acting as the guardian of the customer's digital experience.
• Contribute to a positive organizational climate between the Customer Service team and the field team through initiatives that strengthen relationships.
• Monitor customer service KPIs related to the customer experience journey and the sales force.

Requirements

• Bachelor's degree in Business Administration, Marketing, or Economics.
• Experience building, maintaining, and interpreting customer service KPIs.
• Knowledge of the sales funnel and commercial performance indicators.
• Experience managing teams in Customer Service and Sales.
• Experience implementing, migrating, or upgrading commercial systems and tools, ensuring process adherence, cross-area integration, and training of involved teams.
• Specialization/MBA in Sales, Marketing, Project Management, or Business/Commercial Management (preferred).
• Experience with root cause analysis and management of SLAs and service metrics (preferred).
• Experience with governance of reverse logistics and returns processes (preferred).
• Experience in N1 and N2 service cells (preferred).
• Previous experience leading operational teams (preferred).

Benefits

• Work arrangement: Hybrid (4 days per week onsite in Joinville).
• Flexible hours.
• Meal allowance.
• Year-end gift.
• Health insurance.
• Dental plan.
• Life insurance.
• Private pension plan.
• Wellhub (formerly Gympass).
• Birthday day off.
• Family-friendly policies: extended maternity and paternity leave.
• Employee discount on our products.
• Annual bonus (profit sharing).
• Discounts up to 50% on medications.
• Health programs.