Positivo S+

Customer Support

• Order Cycle Management
• Prepare routine purchase orders for customers and contract orders for the sales department.
• Assist sales representatives with order administration, price approvals and requests for volume changes or corrections.
• Review and act daily on orders: open, invoiced, overdue and backlog, ensuring the smooth flow of the order cycle.
• Manage order cycle failures by interacting with internal areas (sales, logistics, finance, supply chain, audit, etc.) to release orders and resolve issues.
• Customer Communication and Relationship
• Serve as the focal point for servicing key accounts and distributors, ensuring specialized support.
• Act as the interface between the customer and internal teams, supporting problem resolution, decision-making and delivery arrangements.
• Provide information about products, lead times and pricing, responding to inquiries and requests via email and call center.
• Participate in meetings with external customers for operational and strategic alignment.
• Control, Analysis and Continuous Improvement
• Notify sales representatives and managers about potential issues with contract or sales orders.
• Anticipate billing-related issues by analyzing refusals and returns (causes, one-time reversal and permanent correction).
• Monitor processes for internal and external audits, ensuring document compliance.
• Analyze internal and customer processes, proposing improvements for efficiency, control and quality.

Customer Service Analyst, Trilingual