**Diversity and Inclusion are part of our culture and strategy.** At Apex Tool Group, we believe diversity is the path to innovation. It broadens perspectives, creates business impact, and drives new ideas, contributing to the continuous evolution of our processes, products, and customer relationships. Therefore, our job openings are open to all professionals, valuing diversity in all its aspects—gender, race and ethnicity, sexual orientation, people with disabilities (PCDs), different ages, generations, religious beliefs, and much more. **Job Objective:** ---------------------- We are looking for a Customer Service Analyst with an analytical, proactive profile focused on continuous improvement. This role plays a key part in delivering excellent customer experience, with emphasis on KPI management, data analysis, and process optimization. **Responsibilities and Duties** * Monitor, analyze, and report customer service KPIs (OTD, Fill Rate, Past Due), suggesting actions to improve company performance; * Identify opportunities for continuous improvement in customer service processes, implementing solutions that increase operational efficiency; * Develop and automate reports in Excel, Power BI, and other analytical tools; * Create and maintain VBA macros to optimize repetitive tasks; * Support the customer service team with data and insights that promote a consistent, high-quality customer experience; * Participate in projects focused on digital transformation within the Customer Service area; * Collaborate with internal teams (sales, logistics, finance, planning, among others) to ensure continuous, high-quality service; * Perform order portfolio analysis with focus on revenue. **Requirements and Qualifications** * Bachelor's degree in Business Administration, Engineering, Statistics, Economics, Systems, or related fields; * Advanced Excel skills **(including VBA**); * Intermediate to advanced knowledge of Power BI or similar Business Intelligence tools; * Intermediate to advanced English (for participation in occasional meetings); * Previous experience with customer service metrics, performance analysis, and process improvement; * Prior experience in Customer Service / Customer Support routines; * Analytical, organized, results-driven profile, with empathy and customer experience focus. **Additional Information** Medical Insurance Dental Insurance Meal Allowance and on-site meals Life Insurance Transportation Voucher Partnerships with educational institutions Wellhub OPTUM Support and Care Program *(legal, financial, psychological, and social support)* Bridge days for national holidays Product discounts Profit sharing ### **Who is Apex Tool Group?** **ATG – Improving our consumer’s daily life** **We are experiencing a moment of growth and transformation. And we want people like you** to join us on this journey! **Apex Tool Group (ATG)** is an American multinational that manufactures innovative solutions to make people's lives easier. We market leading brands in the manual and power tools industry, some with over 100 years of history! We serve various markets: industrial, manufacturing, automotive, construction, DIY (“do it yourself”), and even aerospace. In Brazil, our home is in **Sorocaba/SP**, where we have a factory, office, and distribution center. We also have a high-performance sales team operating across the country. Our work environment has been recognized and certified for five consecutive years by GPTW (Great Place To Work), which evaluates the best companies to work for based on organizational culture and employee perception, and for the second consecutive year by Great People Mental Health, highlighting companies with strong practices supporting mental health in the workplace. We value trust in relationships, encourage collaboration and idea exchange. Here, you’ll find space to grow, develop, and make a difference. **Our secret?** Incredible people, passionate about what they do, guided by a shared purpose: delivering the best with market-leading tools. **Interested?** **We're looking for new talents to join our inclusive, entrepreneurial, and high-performance team.** **Check out our opportunities and come be ATG!**