Senior Customer Service Analyst

Description

**Challenge** ----------- **Position**: Senior Customer Service Analyst – Registration and Disputes **Department**: Customer Service **Location**: Piracicaba **Challenge**: Work within the Registration and Disputes cell of the Customer Service team, ensuring excellence in service to both internal and external customers, process agility, and accuracy of registration data. This position plays a strategic role in strengthening the customer experience, directly handling dispute resolution, performance indicator management, and supporting commercial and operational areas. **Key Responsibilities:** * Manage dispute processes for VDI, VDA, DTB, and Navy segments, in accordance with company policies * Ensure disputes are resolved within the SLA agreed upon with customers * Act as an interface between departments such as Quality, Logistics, Commercial, IT, and Customer Service Support * Monitor and analyze performance indicators for the disputes cell, identifying root causes and improvement opportunities * Prepare managerial reports and dashboards for results tracking * Manage and monitor Tableau dashboards * Create analytical reports for tracking open processes * Ensure agility and quality in handling customer complaints * Participate in projects, PDCA cycles, and continuous improvement initiatives * Manage the end-to-end registration process for Brazilian customers and BUPA * Ensure registration data complies with internal policies * Perform registration updates in SAP and Salesforce * Update tax and fiscal information in systems * Ensure compliance with registration SLAs * Conduct analysis and deactivation of customers per internal procedures * Manage price registration and supporting documentation for audits * Generate internal and audit reports * Track urgent registrations to ensure billing agility * Monitor registration cell indicators and drive continuous improvement actions * Perform annual holiday updates in SAP **Competencies** ---------------- We seek a professional who always works as part of a team and understands that "WE’RE TOGETHER" in any challenge—after all, no one reaches anywhere alone. Values an OPEN MIND toward new ideas and believes the best ideas emerge from diverse environments; therefore, discusses what is important and relevant without fear of DIRECT, HONEST CONVERSATION. No matter the situation, remains ALWAYS CONFIDENT, does the right thing the right way in every circumstance, focuses on results, and consistently THINKS BIG while KEEPING IT SIMPLE. **Basic Qualifications** ------------------------- * Bachelor’s degree completed, preferably in Business Administration, Engineering, or related fields * Prior experience in Customer Service, customer support, registration, or disputes handling * Intermediate/advanced Excel skills * SAP knowledge * Salesforce knowledge (Registration module) * Experience with Tableau, Power Query, and Power BI * Experience in performance indicator management and continuous improvement * Experience in projects and dashboard development **Benefits** -------------- * Profit-sharing program * Meal allowance / Company cafeteria * Employee Assistance Program * Medical and dental insurance * Pharmacy assistance * Life insurance * Private pension plan * Gympass * Optical assistance * ATS * Transportation allowance / Parking **Moove** --------- In just over 10 years of operation, Moove—a Cosan Group company—has become a leading Brazilian multinational in the premium lubricants market under the Mobil brand, and a global reference in the production, sale, and distribution of lubricating oils under multiple brands across more than 10 countries in Latin America, Europe, and the United States. Our successful trajectory stems from strategic partnerships, continuous innovation, and the differentiated quality of our products and services. We never compromise on safety, efficiency, performance, or agility in our daily operations. Thus, our organizational culture serves as the guiding force behind this ongoing movement. More information at: https://moovelub.com .