Customer Service Representative (SAP)

Location: Hybrid, São Paulo, Brazil. The role supports North American business hours, with shifts potentially ending as late as 7:00pm Eastern Standard Time, and requires work on local holidays when needed.

Company

hirify.global provides water and hygiene solutions, including water treatment chemistries, process aids, functional additives, cleaners, disinfectants, and monitoring, control, and delivery systems.

What you will do

• Own customer concerns from intake through resolution within defined KPIs, coordinating with internal departments as needed.
• Process invoice corrections and credit or debit memos, while helping reduce invoice disputes with Finance, Commercial, Supply Chain, and Logistics.
• Identify root causes, communicate issues to stakeholders, and help prevent recurring customer problems.
• Prepare accurate Day-In-The-Life reports to support the order-to-payment process.
• Maintain communication with Account Managers and management regarding account progress, product development, escalations, and customer issues.
• Recommend and implement process improvements and participate in service-improvement meetings.

Requirements

• Fluent English with strong written and verbal communication skills.
• High school diploma or equivalent; an Associate or Bachelor’s degree is preferred.
• 5+ years of relevant experience in Customer Service and/or Account Management is preferred.
• Computer literacy, including SAP, Salesforce, Microsoft Office, Gmail, and Google Documents.
• Ability to work full shifts, cover different time zones, work on local holidays when required, and maintain high-speed internet for occasional work-from-home needs.
• Strong communication, active listening, organization, attention to detail, follow-through, and collaboration skills.

Culture & Benefits

• Hybrid work arrangement in São Paulo.
• Collaboration with Sales, Finance, Marketing, Commercial, Supply Chain, Logistics, Account Management, and other stakeholders.
• Opportunities to support process improvements and develop customer-service practices.
• Inclusive workplace welcoming people regardless of gender, race, sexual orientation, gender identity, age, disability, or other characteristics.
• Expectation of strong work ethics and high standards of integrity.