Customer Service Analyst

ContiTech; São Paulo; On-site; BRL 50,000 - 80,000; Full time

Job summary

A ContiTech busca profissional para gerenciar o ciclo de pedidos, desde recebimento até entrega, com foco no atendimento ao cliente e melhoria de processos. Será responsável por entrar e validar ordens, acompanhar o progresso da produção e manter comunicação com áreas internas para assegurar entregas eficientes.

O candidatos deve possuir inglês avançado, experiência em atendimento e conhecimento em Salesforce, Power BI e SAP MM/SD.

Qualifications

• Bacharelado em Administração, Marketing, Logística, Engenharia ou áreas correlatas.
• Inglês avançado.
• Fortes habilidades de comunicação.
• Experiência prévia em atendimento ao cliente.

Responsibilities

• Gerenciar, analisar e manter pedidos, assegurando atendimento ao cliente.
• Inserir, validar e confirmar pedidos no sistema, com conformidade fiscal.
• Processar ordens de entrega, monitorando todas as etapas até a entrega ao cliente.
• Monitorar o progresso da produção e alinhar prioridades com equipes internas.
• Realizar follow-ups com clientes e setores envolvidos sobre o gerenciamento de pedidos.
• Fornecer suporte ao cliente por telefone, e-mail e outros canais, oferecendo soluções rápidas.
• Analisar e resolver discrepâncias relacionadas a pedidos, faturas, entregas, inventário e registros.
• Colaborar com equipes de Vendas, Planejamento, Logística, Faturamento, Qualidade e Finanças.
• Monitorar SLA/OTIF e propor melhorias para satisfação do cliente.
• Contribuir para melhoria contínua de processos de Atendimento ao Cliente.

Skills

Inglês avançado

Boa comunicação

Foco no cliente

Experiência em atendimento ao cliente

Salesforce

Power BI

Microsoft Office

Education

Bacharelado em Administração/Logística/Marketing/Engenharia

Tools

Salesforce

Power BI

SAP MM/SD

Microsoft Office

Job description

Descrição da empresa

The ContiTech group sector develops and manufactures, for example, cross-material, environmentally friendly and intelligent products and systems for the automotive industry, railway engineering, mining, agriculture and other key industries. Guided by the vision of “smart and sustainable solutions beyond rubber,” the group sector draws on its long-standing knowledge of the industry and materials to open up new business opportunities by combining various materials with electronic components and individual services.

Descrição da vaga

Order management from receipt through final delivery, ensuring operational efficiency and process quality. Operate with a customer-centric approach, providing support, prompt resolution of requests, and excellence in customer service, contributing to customer retention, stronger relationships, and business growth.

• Manage, analyze, and maintain orders, ensuring effective customer service.
• Enter, validate, and confirm orders in the system, ensuring compliance with commercial and tax information.
• Process delivery orders, monitoring all stages of the workflow through to successful delivery to the customer.
• Monitor production progress, aligning priorities and deadlines with internal teams to ensure order fulfillment.
• Conduct follow-ups with customers and involved departments regarding order management.
• Provide customer support via phone, email, and other communication channels, answering inquiries, offering assistance, and delivering prompt and effective solutions.
• Analyze and resolve discrepancies related to orders, billing, deliveries, inventory, and registration, monitoring the identification of the root cause and resolution of problems, and directing them to the responsible areas.
• Collaborate with Sales, Planning, Logistics, Billing, Quality, and Finance teams to ensure smooth process flow.
• Monitor customer service and service-level performance indicators (SLA/OTIF), proposing continuous improvement actions to enhance customer satisfaction.
• Contribute to the continuous improvement of Customer Service processes by identifying opportunities for standardization, automation, and rework reduction.

Qualificações

• Bachelor's degree in Business Administration, Marketing, Logistics, Engineering, or related fields.
• Advanced English.
• Strong communication skills.
• Experience in customer service and customer support.
• Knowledge of Salesforce, Power BI, Microsoft Office.
• Knowledge of SAP MM/SD modules.

Informações adicionais

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EEO / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities for qualified individuals with a disability and protected veterans, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [e-mail] or contact US Recruiting at 800-821-2727. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.