Coordinator Customer Service

Kohler Co.; São Paulo; On-site; BRL 120,000 - 170,000; Full time

Job summary

Kohler Co. in São Paulo, onsite, is seeking a Coordinator Customer Service to manage the order portfolio from entry through invoicing and delivery. You will interface with Sales and internal departments to ensure visibility, timely resolution, and adherence to deadlines, while supporting sales execution.

You will lead a Customer Service team, fostering discipline, data quality, standardized processes, and a focus on customer satisfaction both internally and externally.

Qualifications

• Bachelor's degree in Business Administration, Logistics, Engineering, Supply Chain, International Trade, or a related field.

Responsibilities

• Coordinate order entry, analysis, maintenance, and follow-up in corporate systems.

Skills

Leadership

Order management

Data analysis

Customer service

Team collaboration

Education

Bachelor's degree in Business Administration, Logistics, Engineering, Supply Chain, International Trade, or related field

Tools

SAP SD module

Excel

PowerPoint

Power BI

Job description

Coordinator Customer Service

Work Mode: Onsite, Sao Paulo

Coordinate Customer Service activities, ensuring efficient management of the order portfolio from order entry in the system through invoicing and delivery to the customer. Act as the primary interface between the Sales team and internal departments, ensuring order visibility, agility in resolving pending issues, compliance with agreed deadlines, and continuous support for sales execution.

Lead and develop the Customer Service team, promoting operational discipline, information quality, process standardization, and a focus on internal and external customer satisfaction.

TARGETS

• Coordinate order entry, analysis, maintenance, and follow-up in corporate systems;
• Manage the order portfolio, monitoring pending, overdue, blocked, or at-risk orders;
• Provide the Sales team with up-to-date information on product availability, expected fulfillment, invoicing, delivery, and any operational constraints;
• Analyze requests to change, expedite, postpone, or cancel orders, ensuring alignment with applicable policies and departments;
• Conduct periodic order portfolio review meetings with Sales, Planning, Logistics, Production, Credit, Tax, and Invoicing teams;
• Support order prioritization and allocation according to commercial strategy, inventory availability, and operational capacity;
• Ensure clear and timely communication regarding delays, unavailable products, blocks, and other occurrences that may impact the customer;
• Monitor credit release, invoicing, shipping, and delivery flows, taking action to resolve deviations;
• Manage critical cases and escalations related to orders, invoicing, and deliveries;
• Monitor department performance indicators, including LOTIF, Fill Rate, OTD, overdue order portfolio, processing time, actual versus planned invoicing, and service level;
• Prepare management reports on the order portfolio by customer, region, channel, and sales representative;
• Identify and implement improvements in Order Management and Customer Service processes, focusing on productivity, accuracy, and rework reduction;
• Coordinate, guide, and develop the team by setting priorities, monitoring results, and providing training;
• Ensure compliance with company policies, procedures, internal controls, and established service levels.

RELATIONSHIPS AND CONTACTS

Reports to the Manager responsible for the Supply Chain area.

Supervises the Customer Service team responsible for managing and monitoring the order portfolio.

Organization Relationships:

• Sales area;
• Demand and Supply Planning;
• Logistics, Warehouse, Transportation, and Shipping;
• Production and Procurement;
• Credit and Collections;
• Tax and Invoicing;
• Finance, Information Technology, and other support areas.

External Business Relationships:

• Customers;
• Sales representatives and outside sales team;
• Distributors and business partners;
• Logistics service providers and carriers, when applicable.

EDUCATION AND EXPERIENCE REQUIREMENTS

• Bachelor's degree in Business Administration, Logistics, Engineering, Supply Chain, International Trade, or a related field;
• Experience in Customer Service, order portfolio management, Order Management, or Supply Chain;
• Experience in team leadership and development;
• Knowledge of sales, invoicing, credit, logistics, and delivery processes;
• Knowledge of SAP, preferably the SD module;
• Knowledge of Excel, PowerPoint, Power BI, and data analysis tools;
• Intermediate English proficiency, both spoken and written.

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler's policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [e-mail] . Kohler Co. is an equal opportunity/affirmative action employer.