Customer Service Assistant II

Role Overview

• Will work in the Customer Service area performing post-sales activities from the order through to delivery to the customer.
• Responsible for providing support to internal and external customers to ensure the best service and flow of information.
• Responsible for creating and managing area indicators (KPIs), and assisting with actions to improve service.
• Management and monitoring of key accounts in a verticalized manner (end-to-end monitoring and actions across the chain, acting as the main contact for post-sales matters).
• Manage orders pending invoicing (adjustment of request dates, cancellation of balances, adjustment of request dates, minimum order value, etc.).
• Occasionally will need to contact support teams to unlock orders.
• Manage invoicing for orders with advance payment and credit card payment conditions.
• Provide billing forecasts for orders with expired or soon-to-expire request dates.
• Consult inventory and forecast indicators to compile data and share with the customer or internal team.
• Monitor deliveries through portals and carriers to inform the customer and meet agreed deadlines.
• Schedule deliveries for customers that require this specificity.
• Manage protocols and SAC (customer service) within the system and related areas to resolve issues as quickly as possible (delivery problems, quality issues, operational errors, sales errors, etc.).
• Create and manage area indicators to help control data and anticipate problems.
• Actively participate in developing actions to resolve customer service issues.

Requirements

• High school diploma.
• University studies in progress preferred.
• Experience in customer service (experience with carriers and logistics is a plus).
• Microsoft Office – basic/intermediate level.

Benefits

• Health insurance;
• Dental plan;
• On-site cafeteria;
• Life insurance;
• Private pension plan;
• PPR (performance-based bonus/profit-sharing);
• Health center/clinic;
• Partnerships with various institutions offering exclusive discounts for employees.