ATG

Mid-level Customer Service Analyst – Data & Process Focus

ATG

full-time

Posted on:

Location Type: Hybrid

Location: Sorocaba • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

Tech Stack

VBA

About the role

  • Monitor, analyze, and report Customer Service KPIs (OTD, Fill Rate, Past Due), proposing actions to improve company performance;
  • Identify continuous improvement opportunities in service processes, implementing solutions that increase operational efficiency;
  • Develop and automate reports in Excel, Power BI, and other analytics tools;
  • Create and maintain VBA macros to streamline repetitive tasks;
  • Support the service team with data and insights that promote a consistent, high-quality customer experience;
  • Participate in projects focused on digital transformation of the Customer Service area;
  • Collaborate with internal teams (sales, logistics, finance, planning, etc.) to ensure continuous, high-quality service;
  • Perform order book reviews with a focus on invoicing/revenue.

Requirements

  • Bachelor's degree in Business Administration, Engineering, Statistics, Economics, Systems (Computer Science/Information Systems) or related fields;
  • Advanced Excel (including VBA);
  • Intermediate to advanced knowledge of Power BI or similar Business Intelligence tools;
  • Intermediate to advanced English (for occasional meetings);
  • Previous experience with customer service metrics, performance analysis, and process improvement;
  • Prior experience in Customer Service operations;
  • Analytical, organized, results-oriented profile, with empathy and a strong customer experience focus.
Benefits
  • Medical insurance
  • Dental insurance
  • Meal allowance and on-site meals
  • Life insurance
  • Transportation allowance
  • Partnerships with educational institutions
  • Wellhub
  • OPTUM support and care program (legal, financial, psychological, and social assistance)
  • Bridge days for national holidays
  • Employee discounts on products
  • Profit sharing

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ExcelVBAPower BIdata analysisreport automationperformance analysisprocess improvementKPI monitoringcustomer service metricsdigital transformation
Soft skills
analyticalorganizedresults-orientedempathycustomer experience focuscollaborationcommunicationproblem-solvingattention to detailadaptability