CUSTOMER SERVICE ANALYST

Description

Job Summary: Growth Supplements is seeking a Customer Service Analyst to work at our Distribution Center (DC), managing product returns, verification, handling, and resolution of returned orders. Key Highlights: 1. Serving as the focal point at the Distribution Center. 2. End-to-end management of the returns and reverse logistics process. 3. Opportunity to work in a high-performance, excellence-driven environment. Growth Supplements Careers | Extrema - MG | On-site Job Description We are looking for a **Customer Service Analyst** to join our team. If you are passionate about excellence, possess strong technical expertise in your field, and seek an environment where collective success is prioritized, this opportunity is for you. Here, you will have the opportunity to serve as the focal point at the DC, handle customer product return requests, and perform verification, handling, and resolution of orders returned by customers. Responsibilities and Duties * Receive and verify, together with the Distribution Center team, orders returned by customers, carriers, or via the Dieta e Treino app; * Inspect the condition of returned products (damage, expiration date, packaging integrity) and record the information in the order management platform; * Request and organize product images and information to support cases involving shortages, damage, or returns; * Access the invoice issuance platform to perform verifications and issue return, exchange, or damage-related invoices; request payment reversals via the billing platform, where applicable; * Update the status of ongoing return orders, recording and categorizing interactions in the CRM/helpdesk system; * Address return-related complaints registered on the Reclame Aqui platform, requesting moderation when applicable; communicate with frontline Customer Service Representatives and the Head of Customer Service at headquarters regarding the progress and resolution of returns, ensuring prompt customer feedback; * Handle orders returning to the manufacturing facility, as well as those originating from the Dieta e Treino app and Reclame Aqui; * Monitor return metrics (volume, processing time, primary reasons) and report findings to the Head of Customer Service; * Propose improvements to the verification and handling workflow for returns, aiming to reduce processing times and rework; * Analyze root causes of major return reasons (e.g., damage, picking errors, transportation issues) jointly with the Distribution Center and Head of Customer Service, proposing corrective and preventive actions; * Prepare periodic reports on return volume, timelines, and reasons to support decision-making by the Customer Service Coordination team; * Perform other duties relevant to the role, as required by departmental needs and/or immediate supervisor’s guidance. Requirements and Qualifications * Completed Bachelor’s degree in Business Administration, Logistics, or related fields. * Advanced knowledge of returns and reverse logistics processes; return metrics and KPIs; CRM/helpdesk tools; LGPD and the Brazilian Consumer Protection Code (CDC); Desirable Requirements * Proficiency in Microsoft Office Suite, especially Word and Excel. * Minimum 3 years of experience in customer service and returns/reverse logistics processes; * Experience in Distribution Center operations. Salary Range To be discussed Employment Type CLT (Consolidation of Labor Laws) Benefits * Pharmacy Benefit Plan * Life Insurance * Dental Plan * Birthday Bonus * Vaccination Campaign and year-round health initiatives * Exclusive discount on Growth products * R$300.00 coupon for website purchases during the employee’s birthday month About the Company Growth Supplements was founded in 2009 with a clear mission: to democratize access to high-quality supplements through transparency, fair pricing, and respect for consumers. Today, we are **Brazil’s largest supplement brand**, with strong emphasis on digital strategies. We operate end-to-end—from product development to delivery—with rigorous quality control at every stage. We hold ISO 9001 certification and are recognized by Great Place to Work. We believe performance stems from sound management, discipline, and continuous improvement. If you seek a high-performance environment where quality is non-negotiable and teamwork forms the foundation of everything we do, this is your place. **\#WeAreAllAthletes \#WeAreAllGrowth.**