Customer Service Coordinator

Ruhrpumpen Group; Duque de Caxias; Presencial; BRL 44 640 - 66 960; Tempo integral

Resumo da oferta

Ruhrpumpen Group is looking for a Customer Service Coordinator in Duque de Caxias, Brazil. This role is responsible for managing customer complaint cases from initiation through resolution, ensuring high quality of service and customer satisfaction.

You will work closely with various internal teams including Engineering and Parts to resolve issues efficiently. A Bachelor's degree in Engineering or a related field is required, along with strong communication skills and the ability to handle multiple priorities.

Qualificações

• Bachelor's degree in a relevant field.
• English proficiency required.
• Previous experience in customer service or case management roles.

Responsabilidades

• Manage and coordinate customer complaint cases from initiation to resolution.
• Serve as the primary contact for customers throughout the case lifecycle.
• Monitor warranty-related costs and support operational efficiency.
• Track case activities and ensure deadlines and expectations are met.
• Collaborate with international teams for problem resolution.
• Escalate critical issues to minimize business impact.
• Communicate recurring field issues and feedback to stakeholders.

Conhecimentos

Customer-oriented mindset

Excellent communication and interpersonal skills

Problem-solving and decision-making skills

Attention to detail

Ability to manage multiple cases

English proficiency (written and verbal)

Formação académica

Bachelor’s degree in Engineering, Customer Service, or a related field

Ferramentas

Microsoft Office Suite

ERP or CRM systems

Descrição da oferta de emprego

Working at Ruhrpumpen means being part of a team that values innovation, dynamism, and creativity. Experience making a difference and building your career!

Customer Service Coordinator

Purpose: Responsible for managing and coordinating all customer complaint cases from initiation through resolution. This role oversees warranty, courtesy, and chargeable service cases, ensuring timely communication, cross-functional collaboration, and customer satisfaction. The coordinator works closely with internal business units—including Engineering, Services, and Parts—to prioritize and resolve customer issues efficiently while maintaining company service standards.

Responsibilities

• Manage and coordinate all customer complaint cases from initiation through final resolution, ensuring timely and effective closure.
• Serve as the primary point of contact for customers throughout the case lifecycle, maintaining clear communication and a high level of customer satisfaction.
• Monitor and control warranty-related costs while supporting cost-reduction initiatives and operational efficiency.
• Track all case activities, follow up on action items, and ensure committed deadlines and service expectations are met.
• Collaborate with cross-functional and international teams when the root cause or resolution involves operations outside of Brazil.
• Escalate critical issues appropriately to ensure prompt resolution and minimize business impact.
• Communicate recurring field issues and customer feedback to internal stakeholders to support continuous improvement and product/service quality enhancement.

Requirements

• Bachelor’s degree in Engineering, Customer Service, or a related field.
• English proficiency required (written and verbal).
• Previous experience in Customer Service, Warranty, Aftermarket, or Case Management roles.
• Strong customer-oriented mindset with excellent communication and interpersonal skills.
• Ability to manage multiple cases and priorities in a fast-paced environment.
• Problem-solving and decision-making skills with strong attention to detail.
• Proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint).
• Experience with ERP or CRM systems is preferred.
• Knowledge of warranty processes, field service coordination, or industrial/manufacturing environments is a plus.