Pinex

Customer Support

• Lead the Customer Service team, fostering a collaborative, performance-driven environment focused on customer experience
• Serve as the primary point of contact between clients and internal teams, including warehousing, transportation, control tower, and quality
• Monitor customer service KPIs, such as response time, issue resolution, and customer satisfaction
• Drive continuous improvement initiatives
• Ensure the quality and accuracy of the initial input of requests, preventing operational failures and rework
• Ensure compliance with regulatory standards, including ANVISA, BPDA, and RDCs, particularly when handling sensitive, controlled, and cold-chain medicines
• Participate in client meetings, presenting results and proposing customized logistics solutions
• Support the Sales team with proposals and negotiations by providing technical insight and demonstrating the operation’s execution capabilities
• Develop and deliver ongoing training to enhance the team’s technical and behavioral capabilities
• Propose automation, process improvements, and standardization initiatives as a transformation agent

Customer Service Manager