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Customer SupportLocation:
Jundiai, SP, BR
Work Arrangement: Hybrid
At SWEP, we believe our future rests on giving more energy than we take – to our planet and to our people.
As the world's leading supplier of efficient heat transfer technology, we are driving the conversion to sustainable energy usage in heat transfer.
We are dedicated to constantly creating more from less energy, material, and space.
For us at SWEP, it's more than just a job, it's a commitment to making a difference and an impact by finding new ways to make energy last longer – globally and locally.
We are striving for record-breaking growth and are looking for individuals who think like entrepreneurs, have an open mind, care about the environment, and want to inspire and be inspired.
Come and join us!
Job SummaryProvide appropriate customer service necessary to create an exceptional experience for customers placing orders with SWEP Brazil and/or SWEP North America (as required), from purchase order entry through receipt of payment.
Position will not involve direct price negotiations, quote development, or decisions involving acceptance or rejection of customer POs via terms and conditions evaluation.
ResponsibilitiesManage orders and provide customer service for customers placing orders with SWEP Brazil and/or SWEP North America (as required); from customer inquiry, against existing quote/contract/price list through dispatch/invoice to payment information internally and to the customer including but not limited to:Set up and maintain customer data and records, such as customer information, delivery addresses, customer part number cross references, specific customer labels, special shipping and packing instructions, special invoicing instructions with access to SWEP Brazil and/or SWEP North America database management systems.Communicate, provide, and maintain information to the customer through external customer platforms/supplier portals.Process credit card orders in accordance with defined procedure.Identify customer needs, resolve issues, and build and nurture customer intimacy.Secure the best supply solution for the customer, negotiate improved delivery dates with production, split orders to accommodate customer demands, assess need for express transport, monitor customer stock levels in warehouses, and coordinate needs with Logistics.Manage financial matters on debt collection, overdue balances and provide information to Finance about agreed settlement dates.Handle corrections on credit and debit notes to correct deviations and issue compensation for claims.Ensure activities/processes create a satisfactory customer experience (after sales).Register and handle all filed claims and act as customer's primary point of contact throughout the claim process.Follow procedure to manage US based orders (if applicable).
Position will have access to US orders after review from US based CS team.Handle customer forecasts, including entry in internal systems, analysis of received data and coordination and information of changes in volumes, both internally and with customer.Follow up stock agreement implementation, cooperate to deal with late stock.Raise configuration and option requests in the Customizing System.Participate in logistics and order process improvement projects with plants and/or other regions.Provide support for general customer inquiries, such as drawing requests, KHK documentation, approvals etc.Perform other activities related to the area, at manager's discretion.Qualifications, Education, and ExperienceHigh School Diploma.
Some college or degree preferred.Experience in providing service in a business-to-business environment.Skills and CompetenciesAbility to work under pressure, meet deadlines and handle multiple and competing priorities.Good teamwork spirit and excellent communication skills.Service-minded, flexible and proactive with analytical and administrative skills.Determined, focused on results, and goal-oriented.Ability to self-motivate and work independently.
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