Analista De Customer Service Sênior - Uberaba/mg

Job Title

The Mosaic Company values diversity, inclusion, and continuous development. Equality and opportunities for all are part of our daily routine for our professionals, who will find the ideal path to develop their careers. We are proud of having respect as a value. And we believe that innovation happens when we have an environment surrounded by differences in all its aspects, such as age, gender, sexual orientation, identity, color, disability, or religion.

Your responsibilities will include:

• Performing a strategic role in post-sales management by directly interacting with customers, acting as an interface with operational, strategic, and commercial areas to ensure efficient delivery execution. Acting as an internal focal point and reference for governance and excellence in customer service processes.
• Customer relationship: Building solid and lasting relationships, ensuring customer loyalty and growth of the portfolio. Acting on action plans to ensure high levels of customer satisfaction in NPS and C-Sat surveys. Acting collaboratively with the commercial team. Following the order cycle to resolve delivery issues (e.g., interface with credit/billing areas, etc.).
• Portfolio management: Constantly monitoring the customer portfolio, identifying opportunities, risks, and ensuring optimization of resources. Handling monthly invoicing priorities with Relationship Analysts and Tactics, providing support to the commercial team in portfolio monitoring. Ensuring contract signatures and issuance of FA, SADM, debit/credit notes. Being responsible for managing cases in your portfolio.
• Planning and execution: Developing delivery plans, monitoring performance and resolving issues that may impact customer satisfaction, acting on managing expectations during peak times and influencing the pull during periods of factory idleness and monitoring daily execution of delivery schedules, identifying deviations and triggering operational teams.
• Data analysis: Building data to make strategic decisions and identify improvement opportunities. Analyzing the viability of margin for changes such as center and product, being responsible for seeking authorizations and approvals according to process governance.
• Support to areas: Collaborating with various areas of the company to ensure process efficiency and delivery of results, providing visibility of the fulfillment of the schedule and identifying deviations and risks in transactional customer volumes.

We are looking for:

• Bachelor's degree in Administration or related fields;
• Knowledge of Microsoft Office;
• Intermediate English;
• High level of proactive and problem-solving skills;
• Ability to perform root cause analysis and implement changes in workflows;
• Ability to persuade, negotiate, and communicate with other departments and teams;
• Ability to work effectively and create effective partnerships with employees at all levels within the organization.

A differential will be:

• Knowledge of SAP and CRM

Your working hours will be:

Administrative - hybrid model (10 to 12 days in-person per month)

We offer:

• Medical plan;
• Dental plan;
• Life insurance;
• PPR;
• Private pension;
• Gym membership;
• Food and meal allowance;
• Employee Assistance Program (Support);
• Wellness Program;
• Extended Maternity and Paternity Leave;
• School Material Assistance for children up to 13 years old

*Benefit may vary by location

**Benefit for children aged 5 to 13 years old

About us

With the mission of helping the world produce the food it needs, Mosaic operates from mine to field. The company delivers around 27.2 million tons of fertilizers per year to 40 countries, being one of the largest global producers of combined phosphates and potassium.