Pinex

Customer Support

• Respond to and resolve customer inquiries promptly and efficiently.
• Conduct follow-up with customers to ensure issues are resolved.
• Record and document all customer interactions.
• Identify opportunities to improve customer service processes.
• Collaborate with other departments to ensure excellent customer service.

Customer Service Analyst

Analyst

• Provide qualified customer service to national and international customers and suppliers, ensuring clear, prompt, and solution-oriented communication.
• Identify new business opportunities and escalate them to the responsible departments.
• Plan, coordinate, and monitor international shipments, ensuring on-time delivery, document compliance, and operational efficiency.
• Negotiate freight rates with freight forwarders, shipping lines, airlines, and carriers.
• Issue, verify, and control international shipping documents (HAWB/MAWB, invoices, packing lists, etc.).
• Monitor customs clearance processes, integrating information between customs brokers, suppliers, and internal teams.
• Track the status of operations, identify risks, and act proactively to resolve deviations.
• Prepare operational reports and performance indicators (KPIs), and keep data updated in ERP and logistics systems.
• Research and monitor foreign trade laws and regulations to ensure process compliance.
• Manage relationships with partners and suppliers, monitoring performance and service quality.
• Support internal and external audits, ensuring evidence and regulatory compliance.
• Coach and support the technical development of assistants and interns, ensuring practices and controls are kept up to date.
• Collaborate with internal departments (Transportation, Finance, Operations, Commercial/Sales, Quality) to ensure smooth workflows and alignment across the logistics chain.
• Support continuous improvement initiatives, process optimization, and implementation of new projects for the area.

Freight Forwarding Analyst

Compliance

• Manage the full cycle of regulatory submissions related to Patient Assistance Programs (Post-Trial Access, Compassionate Use, and Expanded Access) to ANVISA, in accordance with RDC 38/2013 and other applicable regulations.
• Ensure compliance with applicable legislation and company internal policies.
• Serve as the main point of contact with regulatory authorities, internal and external stakeholders, principal investigators, and research centers.
• Coordinate and review regulatory dossiers and supporting documentation for patient assistance programs.
• Monitor national and international regulatory changes related to access programs.
• Ensure the ethical and compliant execution of programs, in line with pharmacovigilance requirements and regulatory best practices.
• Train and guide internal teams on regulatory requirements and procedures applicable to the programs.
• Collaborate with Foreign Trade, Customer Service, Warehouse, Transportation, Procurement, and Commercial teams in program execution.

Regulatory Affairs Manager

• Supervise the customer service team (B2B and B2C)
• Manage the full order cycle: intake, tracking, delivery, and after-sales support
• Monitor KPIs such as service level, response time, resolution rate, and NPS
• Implement continuous improvements to service processes
• Handle problem resolution and conflict management with customers and distributors
• Participate in strategic meetings with operations, quality, logistics, and commercial teams
• Develop and train the team in customer service best practices and pharmaceutical compliance

Customer Service Analyst

Freight Forwarding Analyst

Regulatory Affairs Manager

Customer Service Coordinator