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.