Customer Service Analyst

Description

***ABOUT TECMAR*** Founded in October 2001, we have over 20 years of experience in the road transportation of less-than-truckload (LTL) cargo. Our employees are focused on delivering the best logistics solution for your business. We also offer warehouse management complemented by distribution logistics solutions. In 2022, Tecmar became part of Log\-In Group, one of Brazil's largest logistics groups focused on coastal shipping (cabotage). With this integration, Tecmar now offers not only all its well-established road freight solutions but also innovative multimodal solutions to its customers. Transporting LTL cargo via cabotage is already a reality. In 2023, we acquired Oliva Pinto, a company belonging to the Group and located in Manaus\-AM. Today, we operate 21 branches across Brazil. ***JOB DESCRIPTION*** We are seeking a Customer Service Analyst with an analytical mindset and strategic vision, responsible for ensuring excellence in customer service, contract management, and continuous improvement of departmental processes. This position will play a key technical focal point role, supporting the operational team and directly handling performance indicator analysis and relationships with strategic customers. ***RESPONSIBILITIES AND DUTIES*** 1\. Manage contracts, ensuring daily compliance with SLAs and requirements; 2\. Serve as the technical focal point for the customer service team on a daily basis; 3\. Monitor and analyze performance indicators (SLA, service level, and quality) daily; 4\. Propose and track action plans for continuous improvement whenever necessary; 5\. Prepare managerial reports and dashboards for leadership and customers whenever necessary; 6\. Conduct preventive tracking and root cause analysis daily; 7\. Support training and process standardization (SOPs) whenever necessary; ***REQUIREMENTS AND QUALIFICATIONS*** Bachelor’s degree completed (in Business Administration or Logistics); Prior experience in customer service (preferably in more complex environments or B2B); Knowledge of performance indicator analysis and performance management; Proficiency in intermediate/advanced Excel is mandatory; ***ADDITIONAL INFORMATION*** Work modality: On-site Location: Goiânia\-GO, near Aldeia do Vale condominium. Employment type: CLT (Consolidated Labor Laws) Working hours: Monday to Friday, from 08:00 to 18:00. Remuneration: between R$ 3\.000,00 and R$ 4\.000,00 ***BENEFITS*** Health insurance; Dental insurance; Meal allowance: R$ 301.04 Food voucher: R$ 22.47 per day; Transportation allowance; "Viva Bem" wellness program; On-site parking (subject to availability); Profit-sharing program; Life insurance; Wellhub; Payment: R$3\.000,00 \- R$4\.000,00 per month Benefits: * Medical assistance * Dental assistance * Profit-sharing * Life insurance * Meal allowance * Food voucher * Transportation allowance Selection question(s): * Intermediate/advanced Excel proficiency? * The company is located near Aldeia do Vale Condominium. Do you have easy access to this location? Education: * Bachelor’s degree completed (Mandatory) Work location: On-site