Senior Customer Service Analyst
Quiero Alpargatas
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • 🇧🇷 Brazil
Visit company websiteJob Level
Senior
Tech Stack
ERP
About the role
- Manage and accelerate the order portfolio for strategic customers (Key Accounts).
- Interface directly with Commercial, Logistics, Credit, Trade and other related areas.
- Lead weekly forums with internal teams and executive leadership, presenting KPIs and action plans.
- Analyze critical indicators (Fill Rate, OTIF, OCT, stockouts, No‑show and DOH), prioritizing actions according to the responsible area.
- Drive structural improvements aimed at reducing internal order cycle time and operational costs.
- Lead projects and initiatives within Customer Service and Supply Chain.
- Create, monitor and present dashboards and management reports (Power BI / Excel).
- Manage relationships with strategic customers, handling complex issues and negotiations.
- Oversee return, cancellation and reverse logistics processes.
- Support stock allocation and prioritization decisions through trade‑off analyses.
- Serve as a technical reference/mentor for Mid‑level and Junior analysts.
- Be responsible for monitoring and managing channel performance indicators.
- Support the implementation of the CPFR process (Collaborative Planning, Forecasting and Replenishment) with customers.
Requirements
- Bachelor's degree in Business Administration, Engineering, Logistics or related fields.
- Solid experience in Customer Service, Supply Chain or Logistics.
- Deep knowledge of OTC processes (Order‑to‑Cash) and service level KPIs.
- Advanced Excel skills and experience with Power BI.
- Experience with SAP or large‑scale ERP systems.
- Strong analytical profile, sense of urgency and assertive communication.
- Nice to have:
- Experience in the Food channel (grocery retail, wholesale, distributors).
- Advanced or extensive experience with Power BI.
- Experience with CPFR, S&OP or demand planning.
- Participation in digital transformation or continuous improvement projects.
Benefits
- Health Insurance
- Dental Plan
- Life Insurance
- Wellhub
- Meal Voucher
- Discount on Havaianas products
- Birthday Day Off
- Transportation Voucher
- Private Pension Plan
- Profit Sharing (PLR)
- Courses, training and other development actions through ALU (Alpa Learning Universe), our corporate university
- Flexible on‑site work model (minimum 3 days in the office per week)
- Flexible working hours
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer ServiceSupply ChainLogisticsOTC processesKPI analysisPower BIExcelSAPCPFRS&OP
Soft skills
analytical profilesense of urgencyassertive communicationleadershipnegotiationmentoring