Senior Customer Service Analyst

Description

**What will you find here at our company?** An excellent place to work! It’s truly gratifying to know that Ypê is regarded by our employees as an outstanding workplace! A friendly environment focused on professional development and built on mutual trust among teams. Our employees see here a real opportunity to grow and make history — whether through internal recruitment, development programs, training, or knowledge exchange across all our operations in Brazil. Here, we embody our sense of ownership when we look with pride upon each of our products, our social initiatives, and the value of our brand. After all, it is 100% Brazilian and built by people who wholeheartedly believe in the words of our founder: ***"Hard work conquers all!"***. **Responsibilities and Duties** * Daily management and monitoring of the order portfolio, including billing, cancellations per commercial policy, and aging control; * Order release via EDI and scheduling of FOB, CIF, and post-billing shipments, with delivery tracking follow-up; * Monitoring and analysis of operational KPIs (On-Time In-Full, daily billing, No-Show, aging, and service level); * Analysis of deviations and proposal of improvements to operational processes; * Preparation and issuance of performance reports for internal departments; * Acting as the focal point for strategic customers, ensuring efficient communication and alignment of expectations; * Leading periodic meetings with customers and internal departments, both in-person and remotely; * Supporting Commercial, Supply, Merchandising, and In-Plant teams by responding to requests and facilitating issue resolution and billing opportunities; * Presenting operational status, risks, opportunities, and action plans in governance forums; * Participating in Gerot, RPS, CEAC, and customer meetings, with weekly updates on portfolio status. **Requirements and Qualifications** **Mandatory** * Completed undergraduate degree in Business Administration, Engineering, Logistics, Supply Chain, Economics, or related fields; * Experience managing order portfolios and serving customers; * Knowledge of order management, supply, service level, and logistics KPIs; * Advanced Excel proficiency; * Experience in data analysis and dashboard development; * Familiarity with ERP systems, EDI, and/or customer portals. **Desirable:** * Power BI; * SAP or similar integrated systems; * Experience in food retail or fast-moving consumer goods (FMCG). **Worth noting:** Working hours from Monday to Friday, 8:00 AM to 5:00 PM. **Additional Information** **Here’s what we offer:** **Our Benefits – Caring for You at Every Stage of Life** At Ypê, we believe our people deserve well-being, security, and genuine growth opportunities. That’s why we offer a comprehensive benefits package designed to support your health, development, family, and quality of life — always with care and warmth, the Ypê way. ***(Benefits may vary depending on location and work model.)*** **Your Health Always Comes First** Medical and dental insurance; Telemedicine; On-site dental clinic; Cuidar Program: full support for physical, emotional, and social assistance for you and your family; Free flu vaccination; Life insurance with coverage up to 24 monthly salaries; Extended maternity leave of 180 days. **Development to Go Even Further** Tuition assistance for you and your dependents; Educary – adult and youth education program. **Well-being, Recognition, and Quality of Life** Monthly basket of Ypê products; Christmas basket and children’s kit for your kids; Cafeteria offering breakfast, lunch, and dinner; Meal allowance; Food voucher; Payroll-deductible loan; Private pension plan; PPR – Profit Sharing Plan; Chartered bus or transportation allowance to facilitate your daily commute; Gym benefit (Wellhub), encouraging an active and healthy lifestyle. If you possess the above experience and competencies, we’re looking for someone just like you! And if this role doesn’t quite match your profile, feel free to share it and make a difference! ***At Ypê, we value respect and diversity in all its forms and expressions — recognizing what makes each person unique, including: Persons with Disabilities, Race and Ethnicity, Age, Gender, Beliefs, Sexual Orientation, and Gender Identity. Therefore, we warmly invite everyone to participate in our selection processes. \#EveryoneCounts*** Founded in 1950, Ypê is a 100% Brazilian company and a leader in the hygiene and cleaning segment, committed for over 70 years to people’s well-being, quality of life, and health. **Our culture aims to uphold our core values: Care, Honesty, Humility, Disciplined Work, Ownership Mindset, Simplicity, and End-to-End Excellence.** With its headquarters located in Amparo, inland São Paulo, Ypê operates five additional manufacturing units in Salto (SP), Anápolis (GO), Goiânia (GO), Simões Filho (BA), and Itapissuma (PE). We offer a diverse product portfolio, organized into three categories: household cleaning, laundry care, and personal hygiene. We seek people who transform environments, live with optimism, and consistently deliver their best — for consumers and for the business. People driven by innovation, who adapt quickly, act like owners, honor their commitments, and take actions that contribute to the future of our people and our planet. **Shall we create a world that inspires care?** We are over 7,000 employees who believe in the power to transform the world. If you think the same way, join us!