Customer Service Assistant

Description

Job Summary: As a Customer Service Assistant, you serve as the central liaison for issue resolution, order tracking, and support throughout the order-to-cash cycle. Key Highlights: 1. Customer service for internal and external clients, ensuring agility and efficiency. 2. Support for the order-to-cash cycle and issue resolution. 3. Communication with Sales, Logistics, Billing, and Operations departments. **Customer Service Assistant****Job Summary** ------------------- The Customer Service Assistant is responsible for serving internal and external customers, ensuring prompt handling of requests and efficient communication among Sales, Logistics, Billing, and Operations departments. This role acts as the central liaison for issue resolution, order tracking, and order-to-cash cycle support. **Main Responsibilities** -------------------------------- * Respond to customer requests via email, phone, and internal systems, ensuring high levels of courtesy and efficiency. * Open, track, and close tickets related to orders, deliveries, returns, damages, invoices, and other incidents. * Monitor and update order statuses in the system. * Support the sales team with information on delivery timelines, stock availability, and delivery constraints. * Coordinate deliveries with Logistics and Transportation teams to ensure SLA compliance. * Address delivery discrepancies: delays, carrier-related incidents, returns, and redeliveries. * Log and track complaints, proposing improvement actions when necessary. * Generate and review customer service reports and performance metrics (e.g., NPS, response time, resolution rate). * Support billing and invoicing processes when related to customer requests. * Maintain clear and assertive communication with internal departments and external partners. **Requirements** -------------- ### **Education** * Completed high school education. * Technical or undergraduate studies in Administration, Logistics, Commercial Management, or related fields are preferred. ### **Experience** * Prior experience in customer service, sales, or administrative tasks. * Experience in logistics environments is a strong advantage (distribution centers, carriers, distribution networks). **Required Knowledge** ----------------------------- * Basic logistics knowledge (orders, route planning, delivery timelines). * Microsoft Office suite (intermediate Excel proficiency is a plus). * ERP systems (SAP, TOTVS, Protheus, or similar). * Strong written and verbal communication skills. **Behavioral Competencies** -------------------------------- * Empathy and customer focus. * Organization and sense of priority. * Problem-solving ability. * Effective communication and collaborative attitude. * Ability to work under pressure. Minimum Education Level: Bachelor's Degree * Medical insurance * Dental insurance * Meal allowance * Transportation allowance * Remote work (1 day per week) * Life insurance * Profit-sharing program * Pharmacy benefit * Food allowance * Psychological support