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AI Summary
Manage and coordinate customer complaint cases from initiation to resolution, serving as the primary point of contact. Collaborate with internal business units and international teams to resolve issues and improve product quality.
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CUSTOMER SERVICE COORDINATOR
Purpose:
Responsible for managing and coordinating all customer complaint cases from initiation through resolution. This role oversees warranty, courtesy, and chargeable service cases, ensuring timely communication, cross-functional collaboration, and customer satisfaction. The coordinator works closely with internal business units including Engineering, Services, and Parts to prioritize and resolve customer issues efficiently while maintaining company service standards.
Responsibilities:
CUSTOMER SERVICE COORDINATOR
Purpose:
Responsible for managing and coordinating all customer complaint cases from initiation through resolution. This role oversees warranty, courtesy, and chargeable service cases, ensuring timely communication, cross-functional collaboration, and customer satisfaction. The coordinator works closely with internal business units including Engineering, Services, and Parts to prioritize and resolve customer issues efficiently while maintaining company service standards.
Responsibilities:
- Manage and coordinate all customer complaint cases from initiation through final resolution, ensuring timely and effective closure.
- Serve as the primary point of contact for customers throughout the case lifecycle, maintaining clear communication and a high level of customer satisfaction.
- Monitor and control warranty-related costs while supporting cost reduction initiatives and operational efficiency.
- Track all case activities, follow up on action items, and ensure committed deadlines and service expectations are met.
- Collaborate with cross-functional and international teams when the root cause or resolution involves operations outside of Brazil.
- Escalate critical issues appropriately to ensure prompt resolution and minimize business impact.
- Communicate recurring field issues and customer feedback to internal stakeholders to support continuous improvement and product/service quality enhancement.
- Bachelor’s degree in Engineering, Customer Service, or a related field.
- English proficiency required (written and verbal).
- Previous experience in Customer Service, Warranty, Aftermarket, or Case Management roles.
- Strong customer-oriented mindset with excellent communication and interpersonal skills.
- Ability to manage multiple cases and priorities in a fast-paced environment.
- Problem-solving and decision-making skills with strong attention to detail.
- Proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint).
- Experience with ERP or CRM systems is preferred.
- Knowledge of warranty processes, field service coordination, or industrial/manufacturing environments is a plus.
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