Customer Service Analyst

Description

**MAGNA Executive Search, in partnership with a multinational company located in Valinhos/SP, is seeking:** **CUSTOMER SERVICE ANALYST** *(Hybrid work model)* **Prerequisites:** * Completed undergraduate degree in Business Administration, Economics, Logistics, International Trade, or related fields; * Experience in customer service; * Basic knowledge of Tax-related matters; * Intermediate knowledge of International Trade (export); * Familiarity with multichannel customer service (telephone, chat, social media); * Prior experience interfacing with Sales, Finance, and Logistics departments; * Intermediate Excel proficiency required; * Preparation and verification of Sales reports; * Knowledge of integrated systems; * English / Spanish will be considered a plus; **Key Responsibilities:** * Customer Service: Independently, efficiently, and courteously assist customers and the commercial team through various channels (telephone, e\-mail, chat, etc.), addressing inquiries and keeping them updated on delivery status and order progress; proactively prevent recurrence of issues; * Sales Team Support: Assist the sales team with product and service information and collaborate to enhance customer retention, delivering a positive and expectation-aligned customer experience. * Purchase Order Registration and Tracking: Register customer requests in designated systems, monitor request progress, ensure deadlines are met, and provide satisfactory responses. Inform customers of any delays or damages occurring during delivery processes, aiming to satisfy both customers and the Sales team; guarantee end-to-end order flow by managing deviations and delays. * Sample Order Registration and Tracking: Handle specific sample billing, packaging return, etc.; * Conflict and Complaint Resolution: Identify dissatisfaction situations and act swiftly and effectively to resolve issues, minimizing negative impact on the customer experience. Log complaints in the internal system. Ensure proper product return procedures in cases of damage or quality issues via customer support; propose and implement process improvements; * Customer Registration and Tracking: Register new customers in the system according to company policy. * Internal Process Management: Collaborate with internal teams to continuously improve customer service processes and identify potential service failures. * Adhere to departmental and company internal rules and procedures; * Training and Development: Participate in ongoing training programs covering products, services, customer service tools, and communication techniques to ensure increasingly effective performance. * Support for Other Customer Services: Support Colombia Customer Service regarding domestic goods shipment demands, following existing scope of work. * Develop an action plan to correct deviations in delivery processes. * Conduct assessments of customer needs, record demands, and forward them to responsible departments. * Adhere to departmental and company internal rules and procedures. * Conduct assessments of customer needs, record demands, and forward them to responsible departments.