Customer Service Specialist – Projects

M. Dias Branco

. Lead governance for Customer Service projects, structuring scope, timelines, responsibilities, risks, action plans, and delivery tracking.

Posted 11/11/2026full-timeEusébio • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Service project governance, optimizing processes, and analyzing service-level indicators to drive operational efficiency and enhance customer experience. Proficient in cross-functional collaboration and compliance with quality management and safety standards.

Highest-signal resume keywords

Project GovernanceCustomer Service Process ImprovementService-Level Indicator AnalysisCross-Functional CollaborationSAP Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementProcess MappingOperational EfficiencyUser Acceptance TestingService-Level Indicator MonitoringOrder To Cash Knowledge

Soft Skills

LeadershipCommunicationProblem-Solving

Tools & Technologies

SAPMerchanet

Industry Keywords

Customer ServiceLogisticsTransportationSupply ChainQuality ManagementFood SafetyOccupational Health and Safety

About the role

Key responsibilities & impact

Lead governance for Customer Service projects, structuring scope, timelines, responsibilities, risks, action plans, and delivery tracking.
Serve as the area’s PMO, organizing progress review forums, supporting initiative prioritization, and ensuring visibility into project progress, risks, dependencies, and results.
Map, review, and improve Customer Service and order journey processes, identifying opportunities for standardization, operational efficiency, and enhanced experience for internal and external customers.
Support the evolution of the area’s systems and processes by conducting tests, user acceptance testing, and validations in partnership with Technology and business teams.
Monitor and analyze service-level indicators, such as OTIF, Case Fill Rate, order cycle time, and NPS, identifying deviations, root causes, and opportunities for improvement.
Work cross-functionally with Customer Service, Transportation, Logistics, Sales, Technology, business units, and distribution centers, leading meetings, engaging responsible teams, and advocating for improvement proposals.
Comply with requirements related to sustainability, quality management, food safety, the environment, and occupational health and safety.

Requirements

What you’ll need

Bachelor’s degree completed.
Postgraduate degree completed.
At least 6 months of experience in the field or related areas.
Previous experience in Customer Service, Logistics, Transportation, Supply Chain, or related areas is a plus.
Knowledge of Order to Cash processes is a plus.
Experience with SAP or Merchanet is a plus.
Knowledge of service-level indicators, such as OTIF, Case Fill Rate, order cycle time, and NPS, is a plus.

Benefits

Comp & perks

Health insurance, with the option to add dependents at preferential rates.
Affordable dental insurance, with the option to add dependents at preferential rates.
Wellhub (formerly Gympass), providing access to gyms, personal trainers, and health apps.
Chronic disease support program.
Psychological counseling.
Birthday leave.
Hybrid work: remote work up to two days per week.
Flexible hours: workday start time between 7:00 a.m. and 9:00 a.m.
Extended parental leave for fathers: 20 days.
Hybrid work arrangement after maternity leave.
Guidance program for expectant mothers and for the baby’s first year of life.
Life insurance for you and your dependents.
Corporate University offering continuous training programs.
Unpaid leave of up to 12 months for learning and development.
Profit-sharing and results-based bonus (PLR).
Private pension plan with company matching, tax incentives, and options for withdrawal or future income.
Basic food basket provided via an electronic card.
On-site cafeteria or meal voucher, depending on the location and area of work.
Transportation voucher or company shuttle, depending on the location and area of work.
Exclusive discounts for you and your family on products and services from partner companies.