Commercial Leader

Description

Commercial Coordinator & Customer Service — CEVET Veterinary Hospital Feira de Santana – BA | Business hours | Fixed + performance-based variable compensation About the position CEVET is creating an unprecedented role within its operations: a leadership position dedicated to tutor relationship management, budget conversion, and full oversight of the customer service department — CRC (Customer Relationship Center), telephone, and in-person reception. This is not a clinical on-call position. It is a management, standardization, and results-oriented role — for individuals who understand that high-quality customer service forms the foundation of any healthy business. Your responsibilities ① External leads — Handle and coordinate service for tutors arriving via WhatsApp, Google, or referrals with interest in surgeries and exams. Ensure technical guidance and lead them through to closure. ② Internal budgets — Monitor daily budgets issued by on-call staff. If a tutor leaves without approval, ensure follow-up contact within 24 hours to resume the conversation. ③ Reactivation — Approach budgets with no response for over 15 days with a new personalized proposal, respecting the context of each case. ④ Post-service — Coordinate patient follow-up after discharge, tutor retention, and recurrence generation — including revaccinations, return visits, and preventive exams. ⑤ Full service management — Directly lead CRC (WhatsApp and telephone) and in-person reception teams. Monitor and oversee interactions across all three channels — virtual, telephone, and in-person — ensuring consistent quality standards, response times, and tutor experience across all fronts. ⑥ Training — Plan and conduct periodic training sessions for the team, developing technical and behavioral competencies aligned with CEVET’s standards. ⑦ Standardization — Create, update, and maintain departmental documents: scripts, flowcharts, service manuals, and standard operating procedures (SOPs), ensuring consistent team operations. ⑧ KPIs and results — Track departmental metrics, consolidate data, and present biweekly performance reports to management, including performance analysis, key observations, and action plans. Who we are looking for Requirements: * Completed undergraduate degree (any field) * Experience in customer service, sales, or commercial management * Experience leading teams * Strong verbal and written communication skills * Familiarity with digital tools (WhatsApp, spreadsheets, CRM) * Ability to prepare documents, reports, and presentations * Availability for in-person business hours Preferred qualifications: * Experience in team training and development * Knowledge of CRM systems (Kommo, Bitrix24 or similar) * Background in healthcare, clinics, or hospitals * Organized, analytical, and results-driven profile What we offer * Employment type: To be determined * Schedule: Business hours, Monday to Friday * Compensation: Fixed + performance-based variable (individual and team goals) * Location: Feira de Santana – BA (in-person) * Team led: CRC + Reception CEVET – 24-Hour Veterinary Emergency Center | Feira de Santana, Bahia Job type: CLT (permanent) or Freelance / PJ Compensation: Starting from R$2.000,00 per month Benefits: * Medical insurance * Company-provided mobile phone * Life insurance * Transportation allowance Work location: In-person