Customer Support

• Prepare and send follow-ups to clients; extract daily reports from ESL and WMS to monitor deliveries (orders);
• Maintain direct contact with clients to handle incidents, and coordinate with the customer service team for clarifications;
• Work with the tracking team on claims, damages and shortages; manage orders and inventory control at bases/headquarters (batch, SKU expiration dates); generate reports via the WMS and create user accesses on the Webclient site based on descriptions provided by the client;
• Ensure delivery status updates are provided to the tracking team; monitor re-deliveries and returns; follow up with tracking on delivery pending issues due to fiscal matters (payment of DAE and other taxes);
• Support the inbound process together with supplier management; classify materials on Mundial’s Web Client site; validate and clean distribution matrices; request and follow up on quotations;
• Participate in internal and external meetings as required;
• Work with management on customer service and relationship management, monitoring customer satisfaction through monthly and annual surveys; act proactively by presenting effective solutions to the client and involving the company’s interface areas for follow-up;
• Clarify client questions about logistics and fiscal operations (triangular process); build client loyalty to Mundial through excellent service and periodic visits alongside management; plan and support operational departments such as billing, tax and finance by assisting with client negotiations and clarifications; and identify opportunities for new business.

Mid-level Customer Service Assistant

Coordenador de Customer Service