Customer Success Representative

B-Parts; Porto; On-site; EUR 12,000 - 18,000; Full time

Benefits offered by this job

Insurance Package

Bonus plans

Job summary

B-Parts in Porto is seeking a customer-oriented specialist to manage warranties and returns for B2B and B2C customers. You will handle the full lifecycle of claims, exchanges, and refunds, while maintaining clear communications with clients and suppliers.

The role requires fluency in Portuguese and English, strong organizational skills, and a high level of responsibility to ensure timely follow-ups and customer satisfaction.

Qualifications

• Fluency in Portuguese and English is mandatory.
• Additional languages are a plus.
• Strong planning and organization skills are required.
• Excellent customer and problem-solving orientation.
• Keen attention to detail and accuracy.
• Ability to follow procedures and use knowledge base.
• Mathematical reasoning is valued.
• High level of responsibility and commitment.
• Competence with standard computer tools.

Responsibilities

• End-to-End Claim Management: manage warranties and returns for B2B and B2C, opening tickets and claims with suppliers.
• Simple Returns Processing: manage full lifecycle of returns, issue Credit Notes and refunds.
• Exchange Fulfillment: search for alternative parts, propose exchanges, manage discounts and shipping.
• Warranty & Technical Support: evaluate warranties, request materials, open Technical Tickets, negotiate with suppliers.
• Dispute Resolution: handle cases involving manipulated parts and close claims with clients and suppliers.
• High-Volume Written Communication: manage daily inquiries with customers, suppliers, and internal teams.
• Follow-Up & Satisfaction: ensure timely follow-ups to maintain customer satisfaction.

Skills

Portuguese fluency

English fluency

Planning & organization

Customer orientation

Attention to detail

Procedural literacy

Mathematical reasoning

Responsibility & commitment

Computer literacy

Tools

Backoffice software

Job description

B-Parts is building a trusted global eCommerce brand for used auto parts, making it effortless to search and buy original parts. Every day, we help hundreds of repair shops and customers find the best solutions for their vehicles.

With a diverse and talented team, we foster an empowering environment where everyone can thrive and achieve their full potential.

If you’re looking to grow your skills in the fast-paced eCommerce world, B-Parts is the perfect place to learn, collaborate, and make an impact.

What is expected in this role:

• End-to-End Claim Management: Managing customer warranties and returns for B2B and B2C customers, which includes opening communication tickets and opening claims in the backoffice to communicate directly with suppliers;
• Simple Returns Processing: Handling the full lifecycle of returns, including orchestrating collections by B-Parts, issuing Credit Notes (NC) and processing refunds;
• Exchange Fulfillment: Helping fulfill purchase exchanges by proactively searching for alternative parts, sending exchange proposals to clients, and negotiating/managing discounts and re-initiating the shipping process;
• Warranty & Technical Support: Managing the full circle of warranty claims, acting as the primary technical support to evaluate warranties (including complex parts like Engines and Gearboxes). This involves requesting elements from clients to validate the warranty, opening Technical Tickets, and sharing/negotiating conditions directly with suppliers before issuing a final exchange or refund;
• Dispute Resolution: Handling cases involving manipulated parts and ensuring the proper closure of all claims with both the client and the supplier;
• High-Volume Written Communication: Tasks are carried out extensively in writing, requiring well-developed communication skills to handle a progressive volume of daily inquiries, scaling from 100 up to 200 messages per day. This includes constant and clear communication not only with customers but also with suppliers and other internal departments;
• Follow-Up & Satisfaction: Ensuring customer satisfaction by conducting continuous follow-ups with both clients and suppliers, ensuring all steps and timings of claims are strictly met.

What we’re looking for:

• Fluency in Portuguese and English (mandatory);
• Fluency in any other language is a plus;
• Planning and organization skills;
• Strong customer and problem-solving orientation;
• Keen attention to detail;
• Ability to follow various procedures accurately, supported by a knowledge base;
• Mathematical reasoning is valued;
• High level of responsibility and commitment;
• Domain of computer tools.

Benefits:

• Insurance Package;
• Bonus plans.

Location:

• Porto headquarters.