Ypê

Customer Service Manager

Ypê

full-time

Posted on:

Location Type: Hybrid

Location: Amparo • Brazil

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About the role

  • Bachelor's degree in Business Administration, Engineering, Marketing, Supply Chain or related fields.
  • Proven experience in Customer Service, Supply Chain or Operations, preferably with large accounts (Key Accounts).
  • Experience leading teams, with a strong focus on talent development and performance management.
  • Experience working with commercial teams and strategic clients, especially on projects focused on improving service levels and industry–retail collaboration.
  • Excellent communication, negotiation, conflict-resolution and high-impact relationship management skills.
  • Strong analytical ability, strategic vision, results-oriented mindset and the ability to navigate complex environments.
  • Collaborative, process-oriented profile with a commitment to continuous improvement.

Requirements

  • Lead the Customer Service area dedicated to Key Accounts, ensuring excellent order execution, adherence to agreed timelines and complete product delivery (OTIF), while ensuring efficiency in the billing process for strategic accounts.
  • Act as the main point of reference for Regional Directors and Key Account Sales Managers, representing the voice of the customer within the organization and ensuring their needs are translated into concrete actions.
  • Hold regular meetings with the main retail and wholesale clients, focusing on understanding opportunities, identifying operational gaps and promoting initiatives that raise service levels.
  • Be recognized by Key Accounts as the strategic interlocutor, ensuring transparent, agile and solution-oriented relationships, strengthening the industry–retail partnership.
  • Lead collaboration and joint business planning (Joint Business Planning / JBP) processes with strategic clients, pursuing practices that minimize stockouts, optimize inventory and improve product availability on shelf.
  • Monitor and incorporate market trends and best practices by conducting benchmarks and proposing improvements that position the company as a reference in serving large accounts.
  • Develop and execute strategies that improve the Key Accounts experience, increasing satisfaction, loyalty and collaborative performance.
  • Manage service and performance indicators specific to Key Accounts (KPIs), such as OTIF, order cycle, stockouts, returns, aging, among others, acting preventively and correctively.
  • Ensure alignment between Customer Service KA strategies and commercial goals, supporting sales growth through superior service.
  • Coordinate and support the resolution of high-complexity issues, promoting agility and effective decision-making in critical or escalated situations.
  • Train, develop and monitor the performance of the team dedicated to Key Accounts, promoting a culture of excellence, autonomy and continuous improvement.
  • Review and refine Key Account service processes, focusing on standardization, efficiency and consistency in the customer experience.
  • Collaborate closely with Commercial, Logistics, Supply Planning and IT to ensure operational fluidity and promote a coherent omnichannel journey.
  • Manage the Customer KA area budget, identifying opportunities to optimize costs without compromising delivery quality.
Benefits
  • Bachelor's degree in Business Administration, Engineering, Marketing, Supply Chain or related fields.
  • Proven experience in Customer Service, Supply Chain or Operations, preferably with large accounts (Key Accounts).
  • Experience leading teams, with a strong focus on talent development and performance management.
  • Experience working with commercial teams and strategic clients, especially on projects focused on improving service levels and industry–retail collaboration.
  • Excellent communication, negotiation, conflict-resolution and high-impact relationship management skills.
  • Strong analytical ability, strategic vision, results-oriented mindset and the ability to navigate complex environments.
  • Collaborative, process-oriented profile with a commitment to continuous improvement.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer ServiceSupply ChainOperationsKey Account ManagementJoint Business PlanningPerformance ManagementKPI ManagementInventory OptimizationOrder ExecutionProcess Improvement
Soft Skills
LeadershipCommunicationNegotiationConflict ResolutionAnalytical AbilityStrategic VisionResults OrientationCollaborationRelationship ManagementContinuous Improvement