Customer Service Representative

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as the main liaison between Solventum and its clients

• Input orders and monitor their status

• Address inquiries regarding products, complaints, pricing, requests, and shipping and inventory issues

• Oversee key account orders (Key Accounts)

• Communicate with external customers and internal team members via phone and/or written correspondence

• Initiate internal tickets for matters related to order management, shipping/tracking, product inquiries, and pricing/billing issues

• Resolve issues concerning material information and master data oversight

• Assist with price change activities, analyze order reports, and sustain communication with customers and internal departments

• Direct customers on procedures and guide them to suitable resources

• Manage the order workflow from entry to delivery

• Develop and spearhead enhancements and/or solutions for processes and work tools

• Address non-routine and intricate requests, adapting techniques and methods to formulate solutions

• Resolve complicated customer complaints and address questions regarding products and services

• Interpret policies and regulations, investigate issues, and collaborate with departments and vendors for resolution

• Recognize problem patterns and challenges, offering insights to enhance customer satisfaction

• Engage in and uphold a culture of quality service within the Customer Service teams and the division

⛳️ Requirements

• Completed higher education, validated prior to the commencement of the role, from a recognized institution, or at least 2 years of equivalent professional experience in customer service

• Proficiency in Portuguese

• Additional qualification: 2+ years of experience using SAP Order Management for order processing and management

• Additional qualification: 2+ years of experience with Salesforce for order processing

• Additional qualification: 2+ years of experience utilizing JDE Order Management for order processing and management

🏝️ Benefits

• Meal voucher (Vale-Refeição)

• Food allowance (Vale-Alimentação)

• Transportation voucher (Vale-Transporte)

• Remote work (Home office)