Customer Service Coordinator

Ruhrpumpen is a company that values innovation, dynamism, and creativity. They are seeking a Customer Service Coordinator responsible for managing and coordinating all customer complaint cases from initiation through resolution, ensuring customer satisfaction through effective communication and collaboration with internal teams.

Responsibilities:

• Manage and coordinate all customer complaint cases from initiation through final resolution, ensuring timely and effective closure
• Serve as the primary point of contact for customers throughout the case lifecycle, maintaining clear communication and a high level of customer satisfaction
• Monitor and control warranty-related costs while supporting cost reduction initiatives and operational efficiency
• Track all case activities, follow up on action items, and ensure committed deadlines and service expectations are met
• Collaborate with cross-functional and international teams when the root cause or resolution involves operations outside of Brazil
• Escalate critical issues appropriately to ensure prompt resolution and minimize business impact
• Communicate recurring field issues and customer feedback to internal stakeholders to support continuous improvement and product/service quality enhancement

Requirements:

• Bachelor's degree in Engineering, Customer Service, or a related field
• English proficiency required (written and verbal)
• Previous experience in Customer Service, Warranty, Aftermarket, or Case Management roles
• Strong customer-oriented mindset with excellent communication and interpersonal skills
• Ability to manage multiple cases and priorities in a fast-paced environment
• Problem-solving and decision-making skills with strong attention to detail
• Proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint)
• Experience with ERP or CRM systems is preferred
• Knowledge of warranty processes, field service coordination, or industrial/manufacturing environments is a plus