[PROJECT POSITION] Senior Customer Service Analyst *

Description

Acting as the analytical and technical reference in managing the customer portfolio, with a focus on performance indicator tracking, predictability, and continuous improvement of customer service processes. Primary responsibility covers the Construction Industry – General channel, ensuring adherence to service level agreements (SLAs) and supporting decision-making within the area. **Responsibilities and Duties** * Manage the customer portfolio with an analytical, preventive, and structural focus; * Monitor, analyze, and interpret performance indicators (Conversion Rate, Aging, Order Cycle, SLA); * Identify performance deviations and propose corrective and preventive actions; * Support decision-making through analyses of predictability, service capacity, and impact on service levels; * Serve as the technical reference for customer service rules, prioritization, and ATP strategy; * Develop, maintain, and enhance managerial reports in Excel and Power BI; * Contribute to standardization, review, and continuous improvement of departmental processes; * Collaborate proactively with internal departments to ensure alignment and fulfillment of service level agreements. **Requirements and Qualifications** **Mandatory Requirements** * Completed or nearing completion of a Bachelor’s degree (Administration, Engineering, Economics, or related fields); * Advanced Excel skills (Power Query, formulas; VBA is a plus); * Power BI for data analysis and visualization; * SAP knowledge (SD/MM modules); * Microsoft Office 365 suite; * Experience in portfolio management, B2B customer service, or related analytical roles; * Analytical, critical, organized, and data-driven profile. **Desirable Requirements:** * Knowledge of SAP SD/MM modules; * Experience in portfolio management **Additional Information** **We care about the well\-being of our Feras and offer benefits such as:** * Work Schedule: Hybrid (3 days per week onsite in Joinville). * Flexible working hours; * Meal allowance; * Year-end bonus; * Health insurance; * Dental insurance; * Life insurance; * Private pension plan; * Wellhub (formerly Gympass); * Birthday day off; * Citizen company: extended maternity and paternity leave. * Discount on our products; * Annual bonus (profit-sharing); * Up to 50% discount on medications; * Health programs. With over 80 years in the market, we are a Brazilian multinational leader in construction solutions, with strong international presence and nearly 5,000 professionals operating across 5 countries. Our purpose is to care for water to transform people’s quality of life in the communities where we operate. Our team consists of individuals who embrace this same purpose, and together we rank among the best multinationals to work for in Latin America — according to the Great Place to Work 2024\-2025 ranking. We value diversity in a multicultural, respectful, and inclusive environment that empowers your talent. We believe our strongest connection is with people — and here, you are free to be who you are. Do you feel this connection? Join our team! Click here and follow\-us on LinkedIn.