Join a dynamic customer service team supporting order management, customer inquiries, and issue resolution in a fast-paced, collaborative environment. This remote role offers the opportunity to help improve customer satisfaction while working across internal teams to support the full order-to-delivery process.

Responsibilities

• Serve as the primary point of contact for customers and act as a liaison between customers and internal teams.
• Manage order entry, order status updates, product inquiries, pricing questions, shipping concerns, and inventory-related requests.
• Support key account order management and help ensure accurate and timely processing from entry through delivery.
• Communicate clearly and professionally with customers and internal partners through phone and written correspondence.
• Create and track internal tickets to resolve order management, shipping, tracking, product, and pricing issues.
• Research and resolve non-routine customer complaints, claims, and service concerns using sound judgment and problem-solving skills.
• Monitor material information records and master data to help maintain process accuracy and consistency.
• Work with customer teams on price changes, order reports, and related process updates.
• Identify recurring issues, share insights, and contribute ideas that improve customer experience and service processes.
• Support a high-quality service culture by collaborating with teammates and continuously improving workflows.

Skills

• Bachelor’s degree or higher, completed and verified before the start date, from an accredited institution.
• Ability to speak Portuguese.
• Strong customer service and communication skills, both verbal and written.
• Experience handling complex customer inquiries and resolving issues with professionalism and care.
• Ability to manage multiple priorities in a detail-oriented, fast-paced environment.
• Strong analytical and problem-solving abilities.
• Comfort working collaboratively across internal teams and external customer contacts.
• Understanding of order management workflows and customer support processes.

Preferred Skills

• 2+ years of experience using SAP Order Management to process and manage customer orders.
• 2+ years of experience working with Salesforce in a processing or support capacity.
• 2+ years of experience using JDE order management to process and manage customer orders.
• Background supporting pricing, shipping, invoicing, or inventory-related inquiries.
• Experience improving service processes or contributing to workflow enhancements.
• Ability to stay organized while managing a variety of customer needs and priorities.

Horizontal is committed to fostering a diverse, equitable, and inclusive workplace where all people feel respected, valued, and supported. We welcome applicants from all backgrounds and encourage candidates to apply if they meet the qualifications and are excited about the opportunity.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.