Coordinator Customer Service

Location: Sao Paulo, Brazil Opportunity Coordinate Customer Service activities, ensuring efficient management of the order portfolio from order entry in the system through invoicing and delivery to the customer. Act as the primary interface between the Sales team and internal departments, ensuring order visibility, agility in resolving pending issues, compliance with agreed deadlines, and continuous support for sales execution. Lead and develop the Customer Service team, promoting operational discipline, information quality, process standardization, and a focus on internal and external customer satisfaction.

TARGETS Coordinate order entry, analysis, maintenance, and follow-up in corporate systems; Manage the order portfolio, monitoring pending, overdue, blocked, or at-risk orders; Provide the Sales team with up-to-date information on product availability, expected fulfillment, invoicing, delivery, and any operational constraints; Analyze requests to change, expedite, postpone, or cancel orders, ensuring alignment with applicable policies and departments; Conduct periodic order portfolio review meetings with Sales, Planning, Logistics, Production, Credit, Tax, and Invoicing teams; Support order prioritization and allocation according to commercial strategy, inventory availability, and operational capacity; Ensure clear and timely communication regarding delays, unavailable products, blocks, and other occurrences that may impact the customer; Monitor credit release, invoicing, shipping, and delivery flows, taking action to resolve deviations; Manage critical cases and escalations related to orders, invoicing, and deliveries; Monitor department performance indicators, including LOTIF, Fill Rate, OTD, overdue order portfolio, processing time, actual versus planned invoicing, and service level; Prepare management reports on the order portfolio by customer, region, channel, and sales representative; Identify and implement improvements in Order Management and Customer Service processes, focusing on productivity, accuracy, and rework reduction; Coordinate, guide, and develop the team by setting priorities, monitoring results, and providing training; Ensure compliance with company policies, procedures, internal controls, and established service levels.