CUSTOMER SERVICE OPERATOR

Description

Job Summary: We are seeking a professional for inbound customer service and management of customer requests, focused on solutions for the food industry. Key Highlights: 1. Environment focused on technology and innovation 2. Continuous development is part of daily routine 3. World-class company with global operations We are a metallurgical manufacturing company based in Pouso Alegre, operating for over 34 years and currently expanding, with branches in São Paulo, Recife, Chile, USA, Germany, and 10 dealers across Brazil. In practice, we create solutions that transform the day-to-day operations of the food industry. If you seek an environment focused on technology and innovation, where continuous development is part of daily routine, this could be your opportunity! **Responsibilities and Duties** * Perform inbound customer service—either in person or via various communication channels—following established service guidelines, and record in the system the most detailed information possible regarding customer requests (installation, warranty, post-warranty, and preventive maintenance), aiming for excellent service delivery; * Receive customer complaints related to technical service, lack of spare parts, or equipment return requests; register such information in the system and in the quality report for damage analysis by the relevant department, and subsequently communicate required actions to customers following analysis; * Register spare parts orders and service billing requests to technicians in a dedicated system, enabling tracking of all requests; * Ensure all service requests are resolved within the consolidated 48-hour timeframe; * Conduct *follow-up* on pending spare parts, customer service issues, technician matters, and other items, using call history or available information, and take immediate action with responsible departments to correct potential failures and/or resolve problems; * Receive spare parts requests from both customers and technicians; verify availability in the system; place orders; and monitor dispatch through the warehouse department. Ship requested parts when necessary; * Serve as liaison between service providers and customers through consistent communication, striving for service excellence and consequent customer trust; * Properly organize all department-related documentation in the system to enable quick and efficient access; * Provide timely feedback to internal and external customers regarding service requests, using various communication channels, ensuring they remain informed about service status; * Conduct qualitative, quantitative, or financial surveys with customers or technical partners, as needed, to generate data supporting management decision-making; * Support scheduling of internal and external technicians’ service routes using location tools to expedite response and avoid unnecessary travel and lodging expenses; * Prepare quotations for spare parts and services; submit them for customer approval; follow up on quotation approval and service execution; and implement billing requests in the integrated system to ensure fulfillment of customer requests; * Update, as needed, the lists of third-party/regional technicians and spare parts pricing in a designated spreadsheet to facilitate future searches; * Understand, comply with, and uphold the company’s values and code of ethics; * Proactively prospect opportunities, promote preventive equipment maintenance plans, and sell post-warranty labor services to customers in the database. **Requirements and Qualifications** * Completed High School education. **Desirable:** * Technical degree in Administration; * Computer skills – Spreadsheets – Intermediate level; * Brazilian Consumer Protection Code; * Customer service techniques; * Text editing, internet, and presentations – Basic level. **Additional Information** **OUR BENEFITS:** Medical Assistance Dental Assistance Pharmacy Partnership Life Insurance On-site Cafeteria Shuttle Service Alelo Food Allowance Education Support for Children Study Incentive Scholarship Family Day Occupational Physician Practical University Zero Absenteeism Program Wellhub (Gympass) ### **JOIN PRÁTICA AND CONTRIBUTE TO THE EVOLUTION OF THE FOOD INDUSTRY!** **At Prática, we create solutions that transform the day-to-day operations of the food industry. If you seek an environment focused on technology and innovation, where continuous development is part of daily routine, this could be your opportunity!** Founded in 1991 by brothers André and Luiz Eduardo Rezende, Prática Produtos SA is a company dedicated to developing and manufacturing innovative equipment for the food service and bakery sectors. With over three decades of experience, we have built a solid reputation in the Brazilian market and expanded internationally, exporting to more than 45 countries. Our headquarters remain in Brazil, but we now operate branches in Chile, the United States, and Germany. With a long-term vision, we consistently deliver high-quality solutions tailored to our customers’ needs while promoting innovation, efficiency, and sustainability. Prática Produtos SA believes that the company’s success rests on the success of all stakeholders: customers, employees, suppliers, and partners. Therefore, we continuously improve our products and services, maintaining ethical, transparent, and excellence-focused management. We are guided by strong core values that reinforce our commitment to trust, mutual respect, and collaboration. We continuously invest in new technologies and in a work environment that fosters constant development, always with the goal of building a stable and prosperous future for everyone. **OUR VISION** --------------- To be a world-class company with global operations, achieving globally recognized excellence in customer service, products, production processes, and administrative systems.