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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and people management skills while driving customer service excellence through effective communication, problem-solving, and compliance with regulatory standards. Proficient in utilizing CRM and TMS systems to monitor KPIs and enhance operational efficiency.
Highest-signal resume keywords
Customer Service LeadershipKPI MonitoringRegulatory ComplianceCRM and TMS KnowledgeAnalytical Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceKPI MonitoringCRM SystemsTMS SystemsAnalytical SkillsProblem SolvingProcess ImprovementTraining DevelopmentLogistics SolutionsCold-Chain Medicine Handling
Soft Skills
LeadershipCommunicationInterpersonal SkillsTime ManagementPersuasion
Industry Keywords
ANVISABPDARDCsClinical ResearchCustomer ExperiencePerformance-Driven EnvironmentContinuous ImprovementOperational Failures PreventionCollaborationTeamwork
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Extensive experience in customer service
- Leadership, people management, and teamwork skills
- Excellent communication skills
- Proficiency with systems, metrics, and reports
- Ability to solve problems effectively
- Bachelor’s degree in Business Administration, Marketing, or a related field
- Strategic vision
- Fluency in English is essential
- Experience managing people
- Associate degree or bachelor’s degree
- Knowledge of CRM and TMS systems
- Knowledge of KPIs
- Analytical skills
- Clinical research
- Confidentiality
- Persuasion skills
- Time management
- Interpersonal communication
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Christmas gift basket
- Career development plan
- Life insurance
- Meal voucher
- Transportation voucher
- Profit-sharing bonus
- Day off
- Senac partnership
- Sesc partnership
- Wellhub