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About the role
Key responsibilities & impact- Provide customer service for Votorantim Cimentos and Engemix clients.
- Identify and categorize requests in the service queue by low, medium, and high criticality, with direct impact on customer experience and satisfaction, covering pre-sales and post-sales requests as well as complaints from the Customer Service Center (SAC).
- Maintain continuous collaboration with company support areas to avoid rework, reduce request handling time, and ensure the customer's journey from acquisition through order delivery.
- Prepare financial analyses together with the relevant departments to mitigate impacts on company revenue and prevent customer losses, such as purchase blocks.
- Support the Commercial and Legal teams in sending and organizing documents, assisting both sales conversion and post-sales actions.
- Assist the Logistics team with order migration between dispatch centers and with necessary corrections to ensure a smooth customer experience.
- Respond to customers clearly, accurately, and courteously, ensuring effective and transparent communication.
- Support continuous improvement by identifying opportunities to optimize and automate processes under your responsibility, following internal policies and guidelines.
- Manage individual and team performance KPIs, focusing on achieving the targets established by the organization.
- Perform related activities as required by the department.
Requirements
What you’ll need- Required education: High school diploma; pursuing higher education is desirable.
- Microsoft Office
- Basic Excel
- SAP system
Benefits
Comp & perks- 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.
- Birthday day off (for hybrid roles and depending on work location).
- TotalPass access with over 200 types of physical activities.
- "VC in Motion" program encouraging exercise and physical activity.
- Hybrid work model (onsite 3 times per week) for administrative positions.
- Childcare/babysitter subsidy (depending on work location).
- School supplies allowance.
- Year-end toys for children.
- "VC and Your Baby" program providing expectant mothers with guidance 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 work location).
- Private pension plan.
- PPR (profit-sharing) or variable compensation (RV).
- Life insurance.
- Meal allowance, company cafeteria and/or meal card (depending on work location).
- Year-end food allowance.
- Length-of-service recognition program.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
financial analysisrequest handlingorder migrationprocess optimizationKPI management
Soft Skills
customer servicecommunicationcollaborationproblem-solvingattention to detail