Junior Customer Service Analyst

• Manage the operational activities for the portfolio of clients and business units under your responsibility.
• Handle cancellations, rescheduling, manual allocation waves and other operational procedures.
• Monitor the entire scheduling and delivery flow.
• Ensure information is updated in corporate systems.
• Monitor operational pending items until completion.
• Track deliveries.
• Perform follow-ups with carriers, distribution centers (DCs) and partner teams.
• Handle delivery incident resolution.
• Support initiatives to reduce delays and recurring incidents.
• Schedule customers according to established rules.
• Monitor critical schedules and act proactively to resolve scheduling conflicts.
• Ensure communication between customers, carriers and operations.
• Monitor invoiced orders without pickup.
• Ensure issue handling within defined SLAs.
• Work together with internal teams to resolve pending issues.
• Act as the focal point for the portfolio under your responsibility.
• Provide information about orders, deliveries and incidents.
• Contribute to a positive customer experience.
• Monitor the area’s operational KPIs and support the development of action plans.
• Identify opportunities to simplify processes and participate in improvement projects.
• Support the standardization of activities.
• Share best practices with the team.

Requirements

• Bachelor's degree (in progress or completed) in Business Administration, Engineering, Logistics, Supply Chain or related fields.
• Experience in Customer Service, Customer Support, Logistics or Supply Chain required.
• Preferred experience in Order Management, delivery scheduling or after-sales.
• Intermediate technical skills in Excel and PowerPoint.
• Knowledge of operational KPIs.
• Experience with the Protheus ERP is a plus.
• Experience with Power BI is a plus.
• Technical competencies: organization, priority management, communication, analytical ability, problem solving, portfolio management, process-oriented mindset, customer focus, teamwork.
• Behavioral competencies: sense of ownership, proactivity, collaboration, adaptability, organization, commitment to results, good communication, continuous learning.

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