CUSTOMER SERVICE OPERATOR

Description

Job Summary: We are seeking a professional for receptive customer service and management of customer requests, with a focus on technology and innovation, for the food industry. Key Highlights: 1. Environment focused on technology and innovation 2. Continuous development is part of daily routine 3. Solutions that transform the food industry 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, the 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 receptive customer service—either in person or via various communication channels—applying established service guidelines, and record in the system the most detailed possible information regarding the customer’s request (installation, warranty, post-warranty, and preventive maintenance), aiming for high-quality service; * Receive customer complaints related to technical service, parts shortages, or equipment return requests; register such information in the system and in the quality report for damage analysis by this department, and after analysis, provide the customer with necessary corrective actions; * Register replacement parts orders and service billing requests in a dedicated system for technicians, ensuring proper tracking of all requests; * Ensure all service requests are resolved within the consolidated 48-hour timeframe; * Perform *follow\-up* on pending 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 parts requests from both customers and technicians, verify availability in the system, place the order, and track shipment through the warehouse department; ship requested parts when required; * Act as the interface 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, enabling fast and effective retrieval; * Provide feedback to internal and external customers regarding service requests via multiple communication channels, ensuring they are informed about the status of their service; * Conduct qualitative, quantitative, or financial surveys with customers or technical partners, as needed, to generate data supporting managerial 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 parts and services, submit them for customer approval, follow up on quotation approval and service execution, and implement billing orders in an integrated system to ensure fulfillment of customer requests; * Update, when necessary, the lists of third-party/regional technicians and parts pricing in a dedicated spreadsheet to facilitate future searches; * Know, comply with, and enforce the company’s values and Code of Ethics; * Proactive prospecting: promote preventive equipment maintenance plans and post-warranty labor sales to clients 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 Voucher Education Assistance for Children Study Incentive Scholarship Family Visit 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 today we also operate branches in Chile, the United States, and Germany. With a long-term vision, we consistently strive to deliver high-quality solutions, meeting 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 while maintaining ethical, transparent, and excellence-focused management. We are guided by strong 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 vision of building a solid and prosperous future for everyone. **OUR VISION** --------------- To be a world-class global company, achieving globally recognized excellence in customer service, products, production processes, and administrative systems.