Junior Customer Experience Manager

Description

Job Summary: Manage Customer Service analysts and assistants responsible for managing the order portfolio of the company's largest customers, ensuring scheduling and follow-up. Key Highlights: 1. Management of the Customer Service team and orders from strategic customers 2. Focus on continuous improvement and customer satisfaction 3. Proactive communication with operations, sales, and customer teams **Job Description** ------------------- **Objective:** This position, part of the Customer Service structure, is responsible for managing analysts and assistants directly handling the order portfolio\~orders of the company's largest customers (KAN and Direct), including scheduling deliveries and ensuring follow-up on load formation\~delivery. Given this, it is essential in your daily routine to report situations to the commercial area and maintain recurring conversations with customers (as well as supporting Customer Facing department requests). Finally, this manager must also identify issues in customer order handling and implement improvements to increase customer satisfaction (either resolving them independently or leveraging the team). **Activities/Responsibilities:** * Manage the team responsible for managing the customer’s order portfolio (and delivery scheduling); * Support the Customer Facing structure by jointly developing customer service improvements; * Communicate proactively with operations, sales, and customer teams; * Identify customer service issues and implement improvements. Requirements: * Bachelor’s degree in Business Administration, Engineering, Supply Chain, or Logistics; * Minimum 5 years of experience in Supply Chain (especially in Customer Service or Logistics); * Experience with SAP or other enterprise resource planning systems; * Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook); * Intermediate English (mandatory); * Knowledge of KPI development in Power BI (desirable). **Location(s)** --------------- São Paulo \- Eldorado **Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority** **Groups/Women/Veterans/Individuals** **with Disabilities/Sexual Orientation/Gender Identity and other protected classes** **.