Customer Support

• Control the customer order cycle for International BUs, ensuring resolution of prioritization, billing and freight issues, avoiding additional costs and ensuring full, on-time delivery (On Time In Full).
• Support improvements in the Customer Service area for key customers by managing and monitoring performance indicators (KPIs).
• Influence partner areas in improvement processes and provide support for Customer Service projects.
• Maintain and control the Customer Service and Order to Cash KPIs.
• Identify, analyze and develop action plans for service-level opportunities, involving and influencing the necessary internal areas to execute them.
• Conduct analyses and generate insights aligned with the business strategy.
• Seek opportunities and innovative solutions to simplify processes and increase customer satisfaction.
• Hold regular meetings with internal teams and weekly/biweekly agendas with customers.
• Monitor and address opportunities to reduce logistics costs (extra charges, quality issues), focusing on root-cause analysis and permanent elimination.
• Manage the customer portfolio, sending weekly status updates and ensuring end-to-end (E2E) control based on OTC (Order to Cash).
• Maintain and update customer price tables.
• Issue letters of credit in coordination with customers and the Finance team.
• Create and manage the forecast and oversee monthly revenues.

Senior International Customer Service Analyst

Customer Service Advisor – Portuguese Speaker

Customer Success Analyst – JR

Analista de Sucesso do Cliente Pleno – Foco em Negociação

Customer Success Intern, CS