CUSTOMER EXPERIENCE ANALYST

Description

Job Summary: Executes and monitors the onboarding of new clients, ensuring an organized, efficient, and secure transition to regular operations under supervision. Key Highlights: 1. Operates operationally and technically during the client onboarding phase 2. Conducts operational training and supports the creation of manuals 3. Contributes to standardization and continuous improvement of the onboarding process We are seeking a Customer Experience Analyst to execute and monitor Carvalima's new client onboarding process, ensuring that operational workflows, training sessions, registrations, integrations, and initial guidance occur in a structured, standardized manner aligned with corporate procedures and established contractual terms. The analyst operates both operationally and technically during the client onboarding phase, ensuring an organized, efficient, and secure transition to regular operations under supervision—not assuming responsibility for ongoing portfolio management after client stabilization. **Responsibilities and Duties** * Execute the new client integration process from contract signing through effective service utilization, following company-defined workflows, timelines, and standards; * Support interpretation of client documents and contracts, identifying contractual risks and flagging points of attention to relevant departments. * Conduct operational training for branches, units, partners, and teams involved in onboarding; * Support kick-off meetings and initial alignment sessions with clients; * Monitor onboarding timelines, checklists, and process stages; * Ensure accurate registration, updating, and organization of client information in corporate systems; * Monitor the client’s initial operational cycles, recording incidents, deviations, and points of attention; * Record onboarding evidence, status updates, and related information in the CRM and other tools used; * Support the creation and dissemination of Internal Circulars (IC), including welcome communications, process guidelines, notices, alerts, and other onboarding-related announcements; * Support the development, updating, and dissemination of operational manuals and support materials; * Collaborate closely with Commercial, Operations, Quality, Governance, and Customer Success teams; * Report risks, challenges, deviations, and support needs to Supervision; * Report risks, challenges, deviations, and support needs to Supervision during operational monitoring. * Contribute to standardization and continuous improvement of the onboarding process, based on signed contracts and commercial negotiations—ensuring implementation aligns with agreed contractual and commercial terms; * Support formal transition of stabilized clients to Customer Success; * Support formal transition of stabilized clients to the Customer Success Analyst, ensuring proper transfer of information, history, alignments, and points of attention identified during onboarding. **Requirements and Qualifications** **Academic Background** * Completed or currently pursuing a bachelor’s degree in Business Administration, Engineering, Economics, Marketing, Commercial Management, or related fields. **Specific Knowledge** * Business Management – Intermediate * People Management – Intermediate * Cost and Budget Management – Intermediate * Microsoft Office/Excel – Intermediate **Additional Information** * On-site meals; * Food basket; * Gas allowance; * Meal allowance; * PPR – Profit Sharing Program; * Health insurance (Unimed, 50% covered); * Career and salary plan; * Partnership with SEST SENAT (dentist, nutritionist, psychologist, club, and gym); * Day Off; * Love Package. **Since 1989, we’ve delivered trust, quality, and speed across Brazil.** **At Carvalima**, we’re driven by our passion for connecting people, companies, and results. With over **2,000 employees** and presence in **17 states and the Federal District**, we deliver **logistics solutions** that drive economic growth and strengthen trusted relationships with more than **65,000 active clients**. Joining Carvalima means becoming part of a team committed to **excellence and personalized service**. We serve more than **3,000 cities**, supported by a fleet of over **800 vehicles**, which travel daily across the country delivering **efficiency, commitment, and credibility**. Our growth stems from **solid and strategic partnerships**, built over more than three decades—collaborations reinforcing our mission to **transform logistics into trust and development**. We value our team because we believe **people are what drive Carvalima**. Thus, we cultivate an **ethical, respectful workplace focused on personal and professional growth**. If you seek a place to **grow, learn, and make a difference**, your journey begins here. **Join Carvalima Transportes.**