Coordenador de Customer Service

Air Liquide; São Paulo; On-site; BRL 120,000 - 180,000; Full time

Job summary

Air Liquide in Brazil is seeking a results-driven professional to strengthen and evolve the patient journey, applying logical reasoning, Lean principles, and SLA discipline in an inclusive, collaborative environment.

You will act as a cross-functional focal point among Atendimento, Comercial and Operações/Logística to remove bottlenecks, monitor KPIs such as First Contact Resolution, Average Handling Time, and Waiting Time, and drive continuous improvement.

Qualifications

• Experience leading Customer Service / Support teams.
• Strong analytical skills and ability to interpret operational KPIs (SLA, FCR, TMA).
• Ability to map and improve processes using Lean concepts.

Responsibilities

• Lead the Atendimento (Customer Service) cell, coach the team, ensure safe and inclusive work environment.
• Serve as interdepartmental liaison between Atendimento, Commercial and Operations/Logistics to remove bottlenecks.
• Monitor and act on key performance indicators and implement root-cause corrective actions.

Skills

Team leadership

Operational analysis

Cross-functional collaboration

Education

Bachelor’s degree in Administration, Production Engineering, Process Management, Logistics, Hospital Management or related fields

Job description

Hello, candidate! At Air Liquide, we value inclusion and diversity, so we are pleased to inform you that you are participating in an anonymous selection process, meaning that no personal information will be available. Your assessment will be based on your technical skills and, later, in your behavioral interview. Please fill out all fields of your application with as much detail as possible, remembering that this is essential for your assessment in the anonymous selection process.

About Air Liquide

Through the passion and diversity of its people, Air Liquide leverages the energy and environmental transition, healthcare changes and digitalization, and delivers greater value to all its shareholders.

Join us for a stimulating experience: you will find a world of learning and development opportunities where creativity is at the heart of what we do, in an open, collaborative and respectful environment.

How will you CONTRIBUTE and GROW?

Responsável por fortalecer e evoluir a eficiência operacional da jornada do paciente, combinando raciocínio lógico, excelência no cumprimento de SLAs e forte alinhamento com as equipes Comercial e Logística/Operações.

• Gestão da Célula de Atendimento: Promover o desenvolvimento contínuo da equipe por meio de feedbacks, capacitação técnica e fomento a um ambiente de trabalho seguro, inclusivo e colaborativo.
• Intermediação Interdepartamental: Atuar como ponto focal direto e ágil entre Atendimento, Comercial e Operações/Logística para eliminar gargalos no fluxo de entregas.
• Gestão de Indicadores e SLAs (KPIs): Monitorar e analisar métricas operacionais cruciais como First Contact Resolution (FCR), Tempo Médio de Atendimento (TMA), Tempo Médio de Espera (TME), NPS e Customer Thermometer, transformando falhas pontuais em planos de ação corretivos de causa-raiz.
• Otimização de Processos: Mapear e padronizar procedimentos operacionais padrão, aplicando conceitos de Lean para eliminar desperdícios, evitar retrabalhos e maximizar a eficiência dos sistemas da operação.

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Do you have these requirements?

• Ensino superior completo em Administração, Engenharia de Produção, Processos Gerenciais, Logística, Gestão Hospitalar ou áreas correlatas.
• Vivência relevante na liderança de equipes de Customer Service / Suporte ao Cliente, preferencialmente no segmento de Home Care, Distribuição de Gases Medicinais, Equipamentos Médicos ou Saúde.
• Conhecimento prático na gestão e análise de indicadores operacionais e de satisfação (tais como SLA, FCR, TMA).
• Forte capacidade analítica, visão sistêmica, habilidade para construir alinhamentos e buscar soluções integradas diante de desafios.

Your differences drive our performance

At Air Liquide, we are committed to building a diverse and inclusive workplace, which means that, regardless of your gender identity, sexual orientation, color, age, religion, nationality or disability, we value a work environment made up of true stories, built by true people.
Our processes reflect this, being diverse and free from any prejudice, therefore, we do not collect information such as date of birth, gender, marital status or full address in our selection stages. If this information is sent, it will be disregarded.

We strongly believe that a diverse organization opens up opportunities for people to express their talent, both individually and collectively, and helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
Here you can be you!!