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Customer Care Analyst

4 semanas atrás

Jundiaí, São Paulo, Brasil TriMas Packaging group Tempo inteiro

Customer Care Analyst

Company: Rieke do Brasil Embalagens Ltda.

Primary Location: Avenida Juvenal Arantes, nº 2500, Galpão 19, Condo, Jundiai, Sao Paolo 13212-15 BRA

Employment Type: Salaried | Full-Time

Function: Customer Service

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Main Duties & Responsibilities

Position Summary:
This role is responsible for resolving inquiries, processing orders, managing complaints, and ensuring a positive customer experience in alignment with company standards. The Customer Care Specialist works closely with internal teams such as sales, logistics, and technical support to address customer needs efficiently and accurately. With a strong focus on empathy, problem-solving, and communication, this role contributes to customer satisfaction, retention, and brand loyalty.

Primary Duties and Responsibilities:

  1. Analyze orders until delivery of goods to ensure the efficiency and effectiveness of the sales cycle.
  2. Provide after-sales support in responding to customer complaints.
  3. Monitor service level indicators and develop solutions related to processes and procedures.
  4. Manage complaints and non-conformities in orders.
  5. Inform customers about the expected arrival time of orders.
  6. Monitor customer satisfaction.
  7. Support the sales team.
  8. Monitor and analyze performance indicators, defining plans together with the team.
  9. Analyze and filter information.
  10. Review documents and correspondence.
  11. Check invoices and receipts.
  12. Participate in mandatory training for the integrated management system.
  13. Perform other tasks related to the development of the sector's activities, inherent to the role.
Qualifications
  • Degree in Business Administration or related fields.
  • Minimum 2 years' experience as a customer care coordinator.
  • Expertise in materials planning.
  • Experience in general administration, payments, and receivables.
  • Knowledge of ISO 9001:2015, ISO 14001:2018, and ISO 45001:2018 standards.
  • Customer Relationship Management courses.
  • Proficiency in the Microsoft Office suite.
  • Knowledge of the plastic industry.
  • Fluent in English.
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