Customer Service Representative (SAP, Brazil only)

We are looking for a customer-focused Customer Service Representative to serve as the primary point of contact between our company and our customers. In this role, you will manage the end-to-end order process, ensuring accurate order entry, timely delivery, and resolution of customer inquiries related to products, pricing, inventory, shipping, and invoicing. You will collaborate closely with cross-functional teams to investigate and resolve complex issues, improve customer satisfaction, and identify opportunities to enhance processes and tools. The ideal candidate is a proactive problem solver with strong communication skills, experience working with order management systems, and a passion for delivering exceptional customer experiences in a fast-paced environment.

Location: Brazil only 

About Us:

Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.

Job Description:

Responsibilities:
- Act as the primary liaison between the company and our customers.
- Handle Order entry, order status, product info inquiry, complaints, pricing, shipping and inventory requests and issues.
- Key account order management.
- Communicate clearly and professionally with external customers and internal personnel by telephone and/or written correspondence.
- Order management including raising internal tickets to address issues/concerns with order management, shipping/tracking, product inquiries, and pricing/invoicing.
- Systematic problem solving in regard to material information records and master data monitoring.
- Communicate and work with price change activity, look at order reports and communicate with customers and internal teams.
- Educate and inform the customer of various processes and direct customers to appropriate resources.
- Manage the customer order process from entry to delivery.
- Develop and lead improvements and/or solutions to work processes and tools.
- Handle non-routine and difficult inquiries.
- Adapt differing techniques and methods to develop solutions for a variety of complex issues.
- Resolve non-routine and difficult customer complaints and ensure response to product and service inquiries.
- Knowledge and understanding of the current processing systems and can provide service to internal and external customers.
- Handle internal and external inquiries, claims, and complaints.
- Interpret policies and regulations, investigate problems and communicate with other departments and providers to research and resolve issues, identify and implement service solutions.
- Improve customer satisfaction by identifying patterns of problems and barriers to solutions.
- Provide insight to resolve problems.
- Participate in and maintains a quality service culture within the Customer Service and division teams.

Required Qualifications: 
- Bachelor’s Degree or higher, completed and verified prior to start, from an accredited institution.
- Ability to speak Portuguese.

- 2+ years using the SAP Order Management system to process and manage customer orders.
- 2+ years working withing Salesforce to process.
- 2+ years of Using JDE order management system to process and manage customer orders.

What We Offer:

• Flexible working hours and remote work options.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to work on impactful projects with a talented team.
• Excellent compensation in USD.
• Hardware and software setup (mandatory).

Pre-Employment Verification

As part of our standard onboarding process, candidates who successfully complete the interview process and accept an employment offer will be required to complete an employment verification check, and background check. This process will confirm job titles and dates of employment with two previous employers and is a standard requirement for all new employees joining the company.