Customer Service Manager

Fuller Technologies; São Paulo; Híbrido; BRL 180 000 - 300 000; Tempo integral

Resumo da oferta

Fuller Technologies in São Paulo, Brazil, seeks a Customer Service Manager to lead the P&G team and drive the customer experience from quotation through payment. You will collaborate with Sales, Operations, and Finance to deliver on commitments and build lasting relationships.

The role requires 8+ years in customer service with 3+ years in leadership, plus strong ERP/CRM experience and bilingual communication in English and Portuguese. Travel up to 10% is expected.

Qualificações

• Bachelor’s degree or higher in a related field.
• 8+ years in customer service or related roles in industrial B2B.
• 3+ years in people leadership.
• Strong understanding of order-to-cash, pricing, logistics, and receivables.
• Experience with ERP/CRM and data-driven improvement.

Responsabilidades

• Lead, coach, and develop the Customer Service team for the P&G business in Brazil.
• Own the customer journey from quotation to payment with a consistent experience.
• Partner with Sales to strengthen relationships and enable profitable growth.
• Resolve escalations, pricing issues, and fulfillment challenges with a solution-focused approach.
• Coordinate with Operations, Planning, Procurement, Supply Chain, Logistics, and Finance to meet commitments.
• Drive KPI-based performance and process improvements across the team.

Conhecimentos

People leadership

Customer relations

Order-to-cash understanding

Cross-functional collaboration

English/Portuguese communication

Formação académica

Bachelor’s degree in Business, Supply Chain, Engineering

Ferramentas

ERP systems

CRM systems

Descrição da oferta de emprego

Join a Culture That Moves Fast and Brings You With It. Where Growth Never Stops At Fuller Technologies, momentum isn’t a slogan, it’s how we work. For over 140 years, we’ve improved the systems that keep the cement industry running: optimizing processes, reducing friction, and elevating performance. That mindset shapes not only our solutions but how we operate as a company. When you join Fuller, you’re joining a team that supports your growth and values your contribution. Here, colleagues collaborate openly, leaders give you room to develop, and the environment is built on trust, inclusion, and continuous learning. You’ll find the stability of a global organization and the agility of one that’s actively expanding, a place where your career can accelerate alongside the business. If you want to move forward with a company that brings its people with it, Fuller is where that happens.

About the Role

As Customer Service Manager, you will lead the team at the center of the customer experience for Fuller’s Pyro & Grinding (P&G) business in Votorantim, São Paulo, Brazil. You will connect customers with teams across Fuller to turn commercial commitments into results, strengthen long‑term relationships, and improve how we serve our customers from quotation through payment.

About the Department

The Pyro & Grinding (P&G) team delivers equipment, solutions, and support for customers operating in demanding industrial environments. Customer Service plays a critical role in connecting our customers with Sales, Operations, Supply Chain, Finance, and Logistics, ensuring we deliver on our commitments and create partnerships that extend well beyond a single order.

Your Responsibilities

• Lead, coach, and develop the Customer Service team supporting the P&G business in Brazil.
• Own the customer journey from quotation and order management through delivery, invoicing, and payment, ensuring a consistent and responsive experience.
• Partner with Sales to strengthen customer relationships, support retention, and enable profitable growth.
• Resolve complex customer escalations, pricing matters, contractual concerns, and fulfillment challenges with a solutions‑focused approach.
• Coordinate across Operations, Planning, Procurement, Supply Chain, Logistics, and Finance to deliver on customer commitments.
• Drive customer service, commercial, and operational performance through meaningful KPIs and clear accountability.
• Improve order accuracy, on‑time delivery, invoice quality, working capital performance, and the overall customer experience.
• Lead process improvements and system enhancements that make it easier and more effective to do business with Fuller.

Qualifications

You Bring Bachelor’s degree in Business, Supply Chain, Engineering, or a related field.

• 8+ years of experience in customer service, customer relations, commercial operations, inside sales, account management, or a related function within an industrial B2B environment.
• 3+ years of people leadership experience, ideally leading customer service or commercial operations teams.
• Strong understanding of order‑to‑cash processes, pricing, order management, logistics, receivables, and commercial operations.
• Experience working with ERP and CRM systems and using data to understand performance and identify opportunities for improvement.
• Strong commercial judgment and the ability to balance customer needs with operational and business priorities.
• Strong leadership, communication, problem‑solving, and relationship‑building skills across customers, teams, and functions.
• Ability to communicate effectively in English and Portuguese.
• Experience within cement, mining, heavy industrial equipment, engineering, or another technical industrial environment is a plus.

Travel: Up to 10%

What We Offer

Join a growing global organization that combines more than 140 years of industry experience with the agility to keep evolving. Take ownership of a visible leadership role with direct influence on our customers, our team, and the performance of the P&G business. Collaborate with experienced colleagues across functions and regions in an environment built on trust, openness, and teamwork. Develop your expertise and career through meaningful responsibility, continuous learning, and opportunities to grow alongside the business.

Build a Better World

Fuller Technologies helps build societies all over the world by contributing to the infrastructure needed for global economic growth. It is a big responsibility, and we are committed to driving growth while minimising environmental impact. To achieve this, your skills, your curiosity, and your drive for change are important. Together in our diverse team, we collaborate in an inclusive and supportive environment to discover further ways to economic and environmental success.

As an equal opportunity employer, Fuller Technologies embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all backgrounds to apply irrespective of sex, gender identity/expression, disability, sexual orientation, or age. The more diverse our employees are, the stronger our team is.

For further information on Fuller Technologies' business and services, visit Fuller Technologies – The Business of Making Things Work. Fuller is a Cement technology and service supplier with a passion to help our customers produce cement efficiently. After 140+ years of pioneering new innovations, we are uniquely positioned to be at the forefront of our industry’s green transition.