Customer Care Representative

The Company Multinational company focused on oil and gas, located in the Campinas-SP. Job description Review, interpret, and manage customer purchase orders to ensure compliance with company policies, contractual terms, quality requirements, and applicable export or government regulations; Enter and maintain customer orders, forecasts, and pricing details accurately in ERP systems (SAP); Prepare and send order acknowledgements, confirmations, and updates to customers; Support demand management by ensuring accurate customer forecasts are reflected in ERP systems to drive material planning and sales execution; Coordinate expedited orders with internal teams as required; Prepare timely and accurate quotes (RFQs) through close coordination with sales, operations, and finance teams; Partner with Sales Managers, Customer Account Managers, and Business Managers to support contract and orders execution and resolve customer-related issues or disputes; Support Accounts Receivable by assisting with past-due payments for assigned customers; Serve as the primary point of contact for assigned customers, providing proactive and accurate order status updates via phone, email, meetings, and virtual platforms; Maintain high-quality, first-time responses to customer inquiries, ensuring prompt resolution through effective problem-solving; Build and maintain strong, long-term customer relationships to drive satisfaction, loyalty, and positive Net Promoter Scores (NPS); Administer customer web-based portals, managing transactions related to returns, credits/debits, corrective actions, and reporting. Process returns and returned goods authorizations, ensuring timely resolution and customer satisfaction; Ensure adherence to all applicable compliance requirements; Validate customer scorecards by comparing customer and internal performance data, contesting inaccuracies, and working with operations to improve on-time delivery and overall service performance; Use SAP and Salesforce to manage customer data, track interactions, and maintain accurate records; Manage internal databases and CRM tools, ensuring data accuracy and integrity; Understand and apply business system tools such as KPIs, standard work, problem-solving methodologies, and transactional process improvements; Actively participate in continuous improvement initiatives by identifying process gaps and recommending enhancements; Support knowledge sharing and provide guidance or training to other Customer Care team members as needed; Coordinate across internal functions (sales, operations, quality, finance, logistics) to ensure seamless order fulfillment; Perform other duties as assigned by supervisor or management. Requirement Profile - Knowledge, Skills & Experiences Bachelor's degree required - Preferred: Business Admin, Economics, Accounting, Production Eng; Experience in customer service, customer care, or order management; Fluency in English (spoken and written); Proficiency in SAP and Salesforce; Strong communication, negotiation, and interpersonal skills; Ability to work independently while effectively collaborating with cross-functional teams; Strong attention to detail with excellent organizational and problem-solving skills; Spanish language skills; Experience working in a regulated, manufacturing, or industrial environment is preferred; Availability to work overtime and provide holiday or off-hours support for other countries when business needs require, with full compensation provided by the company.