Senior Customer Service Analyst

Aché Laboratórios

Senior Customer Service Analyst managing B2B pharmaceutical client relationships and overseeing order management processes in Guarulhos.

Posted 4/24/2026full-timeGuarulhos • 🇧🇷 BrazilSeniorWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Manage the end-to-end order portfolio (Order-to-Cash, O2C), ensuring accuracy, SLA adherence and quality in execution: order entry, validation, release, billing follow-up, scheduling and delivery.
Work on prevention and resolution of stockouts, order cuts and non-billing: perform root cause analysis (inventory, credit, master data, pricing, commercial discrepancies, logistics restrictions, scheduling/receiving) and define action plans with responsible departments.
Actively manage backlog and deliveries, monitoring critical orders, rescheduling, delivery windows and prioritizations with distribution centers/transportation.
Communicate with customers (email/phone/meetings) about order status, delivery forecasts, incidents, returns and resolutions, using clear, objective language aligned with the commercial strategy.
Act as the focal point during operational crises, ensuring visibility, contingency planning, internal alignment and customer communication with a defined cadence.
Support/lead continuous improvement initiatives, reviewing processes, standardizing routines, mapping workflows and proposing automations (Power Automate, ERP/CRM integrations, templates, communication cadences).
Ensure governance and documentation of interactions (order history, evidence, meeting minutes, follow-ups, customer agreements), supporting traceability.

Requirements

What you’ll need

Availability for occasional travel.
Experience in Customer Service within the pharmaceutical industry serving B2B clients: distributors, large chains and indirect channels, with responsibilities in order management, billing, delivery and after-sales.
Advanced knowledge of Order-to-Cash (O2C) processes: order entry/validation, cuts/backorder, release, invoicing, returns, credit/debit, scheduling and delivery.
Proficiency in ERP systems (SAP preferred) and analytical tools: advanced Excel (pivot tables, XLOOKUP/VLOOKUP) and experience analyzing performance indicators (OTIF, fill rate, backlog, SLA, order aging, service level).
Crisis management skills and cross-functional interface experience, handling interactions with Logistics, Supply, Quality, Commercial, Trade and IT teams, focusing on solutions and customer communication.
Good verbal and written communication skills, with the ability to conduct alignments, record minutes/action plans, perform follow-ups and maintain governance on critical customer topics.
Differential: Experience with strategic customers (Key Accounts), large retail chains and/or distributors.
Knowledge of regulatory/compliance applied to order flow (traceability, returns, damage handling, product recalls/withdrawals when applicable, good storage/transportation practices).
Experience with Salesforce (or another CRM) and channel integrations (corporate WhatsApp, email, B2B portal).
Knowledge of Power BI for monitoring dashboards and analyzing service levels and causes of non-billing.

Benefits

Comp & perks

Medical and dental insurance
Aché and Biosintética medicines provided at no cost to you and your direct dependents
Preventive exams with no co-pay
On-site consultations and sample collection*
Wellhub (formerly Gympass)
"Estar Bem Aché" is our integrated health program designed to care for employees’ and their legal dependents’ mental, physical, social, financial, occupational and intellectual well-being
Support programs for pregnant and postpartum employees and their spouses
Partnerships and agreements offering scholarships and educational discounts at various institutions
Profit Sharing Program (PPR)
Private pension plan (1:1 company match)
On-site cafeteria and meal allowance
Transportation voucher, parking or company shuttle*
Childcare assistance or on-site daycare at the Guarulhos facility
Year-end/Christmas gift

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Order-to-Cash (O2C) processesorder entryorder validationbillingschedulingdeliveryroot cause analysisperformance indicatorsregulatory compliancedata analysis

Soft Skills

crisis managementcommunicationcross-functional collaborationproblem-solvingcustomer servicecontinuous improvementgovernanceorganizational skillsleadershipadaptability