Customer Success Assistant

Ensure excellent customer relationship management and the complete order cycle, providing high-level operational and commercial support to internal and external customers. The position plays a key role in the coordination between customers, commercial team, Supply Chain, logistics and other areas of the company, actively contributing to customer satisfaction, continuous improvement of processes and the achievement of business objectives. We are looking for a proactive, solution-oriented person with the ability to manage multiple priorities in dynamic and demanding environments, relying on digital and analysis tools to provide added value to both the client and the organization.

Comprehensive Order Management (Order to Cash)

• Manage the complete order cycle from receipt to delivery and invoicing.
• Guarantee the correct execution of the administrative processes associated with commercial management.
• Monitor the status of orders, identifying incidents and coordinating corrective actions with the areas involved.
• Ensure compliance with the service levels agreed with customers and distributors.

Customer Service and Management

• Act as the primary point of contact for external and internal customers.
• Provide agile, accurate, and problem-solving oriented responses.
• Manage queries, complaints and incidents, ensuring their correct follow-up and closure.
• Build trusting relationships with customers through effective communication and constant service orientation.

Commercial Support

• Provide operational and administrative support to the sales team.
• Coordinate the follow-up of commercial actions, promotions, campaigns and agreements with customers.
• Keeping commercial and contractual information updated in corporate systems.
• Collaborate with the sales force to ensure a great and consistent customer experience.

Customer Success and Business Orientation

• Proactively detect risks, opportunities and customer needs.
• Contribute to the improvement of the customer experience by identifying and implementing value-added actions.
• Actively participate in initiatives aimed at increasing customer satisfaction, loyalty and growth.
• Collaborate with different departments to deliver solutions aligned with business needs.
• To act as a strategic link between customers, the sales team and operational areas, promoting a comprehensive vision of the service and the business.

Reporting, Analysis and Continuous Improvement

• Prepare and analyze reports on sales, orders, service levels and operational indicators.
• Track trends, deviations, and opportunities for improvement to optimize customer experience and operational efficiency.
• Promote continuous improvement initiatives within the department, promoting the simplification and optimization of processes.
• Participate in digitalisation, automation and tool improvement projects aimed at increasing efficiency, quality of service and customer satisfaction.
• Use data as a tool to identify opportunities for improvement and support decision-making.

Tool and Systems Management

• Efficiently use corporate tools for customer and order management.
• Maintain the quality, consistency, and reliability of data across systems.
• Contribute to the optimization of the use of digital tools and associated processes.
• To act as a reference user in the exploitation of information and operational analysis.
• Collaborate in the implementation and improvement of tools such as SAP, Salesforce and other commercial and customer management platforms.