Customer Support Coordinator

Jobtailor; Campinas; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a seasoned Customer Support Lead to develop and manage a team of Analysts in a fast-paced environment in Campinas, SP. The role focuses on delivering high-quality service while meeting SLAs and KPIs, with exposure to ERP systems and analytical tools like Excel and Power BI.

The position requires experience in customer service and technical sales, plus leadership experience. Strong communication and problem-solving skills are essential for coordinating across Sales, Logistics

Qualificações

• Bachelor's degree in engineering, business administration, or related field.
• Experience in customer service and technical sales.
• Experience leading teams (preferred).
• Knowledge of ERP systems and analytical tools (Excel, Power BI).
• Intermediate to advanced English.

Responsabilidades

• Lead and develop a team of Customer Support Analysts.
• Ensure service quality and compliance with SLAs/KPIs.
• Manage requests and prioritize critical issues.
• Monitor quotes and orders.
• Handle complex or escalated cases.
• Promote internal alignment between Sales, Logistics and Parts.
• Identify continuous improvement opportunities in processes.
• Analyze metrics and implement action plans.
• Contribute to service and solutions sales strategies.
• Ensure effective communication in critical situations.

Conhecimentos

Customer Service

Technical Sales

Process Improvement

Metrics Analysis

Action Plan Implementation

Formação académica

Bachelor's degree in Engineering, Business Administration or related fields

Ferramentas

Excel

Power BI

Descrição da oferta de emprego

Responsibilities

• Lead and develop a team of Customer Support Analysts
• Ensure service quality and compliance with SLAs/KPIs
• Manage requests and prioritize critical issues
• Monitor quotes and orders
• Handle complex or escalated cases
• Promote internal alignment between Sales, Logistics and Parts
• Identify continuous improvement opportunities in processes
• Analyze metrics and implement action plans
• Contribute to service and solutions sales strategies
• Ensure effective communication in critical situations

Requirements

• Bachelor's degree (Engineering, Business Administration or related fields)
• Experience in customer service and technical sales
• Experience leading teams (preferred)
• Knowledge of ERP systems and analytical tools (Excel, Power BI)
• Intermediate to advanced English

Tools & Technologies

• Excel
• Power BI

Hard Skills

• Customer Service
• Technical Sales
• Process Improvement
• Metrics Analysis
• Action Plan Implementation

Soft Skills

• Effective Communication
• Problem Solving

Core Competencies

Demonstrates expertise in leading customer support teams while ensuring service quality and compliance with SLAs and KPIs. Proficient in analyzing metrics and implementing action plans to drive continuous improvement in customer service and technical sales.