After-Sales Coordinator – Commercial Operations

Role Overview

• Ensure the After-Sales area operates with a high level of discipline, analytical thinking and a structured approach to root causes, going beyond ad hoc problem resolution.
• Act as a strategic information hub for the company, turning data, customer pains and complaints into meaningful inputs for continuous process improvement, team development and active influence on the company’s strategic decisions.
• Lead, coordinate and develop the After-Sales team with a preventive, analytical and structure-oriented approach to problem solving, ensuring focus on root causes rather than only immediate corrections.
• Structure, monitor and evolve After-Sales indicators and KPIs, focusing on recurrence, repeat incidents, customer impact and financial and operational impact for the business.
• Serve as the primary voice for customer issues within the organization, translating After-Sales data and analyses into clear inputs, well-defined priorities and concrete actions to support decision-making.
• Conduct critical analyses of recurring problems, identifying patterns, systemic causes and broad opportunities to improve processes and the customer journey.
• Influence and engage partner areas — such as Sales, Logistics, Operations, Quality, Product and Marketing — to drive structural resolution of problems, tracking action plans with discipline until effective resolution.
• Ensure the quality of records, correct categorization of requests and disciplined use of corporate systems, such as CRM, customer service tools and BI solutions.
• Develop the team to transition from a predominantly reactive and operational model to a strategic role, enabling professionals to analyze data, question processes, propose improvements and work with a consistent focus on results.
• Prepare and present executive reports with clear readings on impact, prioritization of critical topics and objective recommendations for leadership.
• Ensure process compliance, service quality, SLA adherence and excellence in the customer experience across all interactions.
• Define clear performance direction for the team, establishing goals, continuous monitoring criteria and result evaluations.
• Distribute and prioritize team requests based on impact to the business and the customer, not only on operational volume.
• Make strategic and operational decisions that continuously raise the efficiency, maturity and performance level of After-Sales.

Requirements

• Bachelor's degree (completed).
• Previous experience in After-Sales, Customer Experience, Quality, Operations, Customer Service or related areas, in a coordination or technical leadership role.
• Strong ability to analyze operational data and customer experience metrics.
• Experience with CRM or customer service systems.
• Experience analyzing recurrence, SLAs, backlogs and repeat incidents.
• Experience reducing operational volume and costs while increasing efficiency.
• Proven work on root causes with real business impact, not just analysis.
• Ability to transform analysis into decisions and practical execution, with concrete actions.
• Knowledge of customer service, quality and compliance best practices applied to After-Sales.
• Proficiency in analysis tools, including Excel at intermediate to advanced level.
• Power BI or similar tools (desirable but not mandatory).

Benefits

• Health and dental plans for you and your dependents.
• Flu vaccination and medication assistance.
• Online therapy for mental health.
• Access to Pilar 24h with various professionals such as psychologists, nutritionists, veterinarians, lawyers and others to support you and your family.
• Home office allowance (for hybrid work and depending on the work location).
• Birthday day off (for hybrid work and depending on the work location).
• Total Pass access with more than 200 types of physical activities.
• VC em Movimento program that encourages exercise and physical activities.
• Childcare/babysitter allowance (depending on the work location).
• School supplies allowance.
• Year-end toys for children.
• VC e seu Bebê program offering support to pregnant employees throughout pregnancy and for three months after the baby’s birth.
• Extended parental leave for mothers and fathers.
• Transportation voucher, parking or company shuttle (depending on the work location).
• Private pension plan.
• Profit-sharing bonus (PPR) or variable compensation (RV).
• Life insurance.
• Meal allowance, cafeteria and/or meal card (depending on the work location).
• Christmas food allowance.
• Length-of-service recognition program.