Job Summary: Responsible for executing and monitoring e-commerce exchange, return, and refund processes, ensuring customer satisfaction and financial integrity. Key Highlights: 1. Manages e-commerce exchange, return, and refund processes. 2. Communicates with customers and internal departments to resolve issues. 3. Tracks and closes internal tickets. Execute exchange, return, and refund processes for orders placed via e-commerce (marketplace, company website, or seller’s store), analyzing, routing, and monitoring feedback from involved internal departments to ensure adherence to deadlines, customer satisfaction, and the company’s financial integrity. Receive and process requests for product exchanges and returns made via e-commerce (marketplace, company website, or seller’s store), verifying reasons for the request, purchase date, order status, and product condition; route cases to responsible departments (logistics, customer service, finance, etc.) and monitor resolution until final closure. Monitor feedback from involved internal departments and communicate status updates to customers via email or specific platforms, informing them of approval or rejection of exchange or return requests to ensure process continuity. Record internal support tickets, engaging relevant internal departments in issue resolution to track and close tickets according to established workflows. Create new orders in the system when exchanging for a similar product, ensuring traceability and operational control. Request reverse logistics pickup from postal services or carriers, provide the return code to the customer, and monitor product return until receipt by the company. Process refunds directly on marketplace platforms; forward reimbursement requests for purchases made via the company website to the finance department to ensure timely customer fund restitution. Monitor cases where refunds were issued without product return, verifying records such as customer signature upon delivery and contact confirmation documents; when necessary, engage the legal department to send extrajudicial notices aiming to recover losses and mitigate company damage. Generate periodic reports with key performance indicators related to returns, exchanges, refunds, and losses to support decision-making. Perform other duties as required or requested by management to contribute toward achieving company goals and targets. Employment Type: Full-time, Permanent CLT Compensation: R$1.982,00 – R$2.062,00 per month Benefits: * Medical insurance * Dental insurance * Life insurance * Meal allowance * Transportation allowance Work Location: On-site