Customer Service Coordinator

<strong>Working at Ruhrpumpen means being part of a team that values innovation, dynamism, and creativity. Join our team, experience making a difference and build your career!<br><br>CUSTOMER SERVICE COORDINATOR<br><br>Purpose:</strong><br>Responsible for managing and coordinating all customer complaint cases from initiation through resolution. This role oversees warranty, courtesy, and chargeable service cases, ensuring timely communication, cross-functional collaboration, and customer satisfaction. The coordinator works closely with internal business units including Engineering, Services, and Parts to prioritize and resolve customer issues efficiently while maintaining company service standards.<br><br><strong>Responsibilities:</strong><ul><li>Manage and coordinate all customer complaint cases from initiation through final resolution, ensuring timely and effective closure.</li><li>Serve as the primary point of contact for customers throughout the case lifecycle, maintaining clear communication and a high level of customer satisfaction.</li><li>Monitor and control warranty-related costs while supporting cost reduction initiatives and operational efficiency.</li><li>Track all case activities, follow up on action items, and ensure committed deadlines and service expectations are met.</li><li>Collaborate with cross-functional and international teams when the root cause or resolution involves operations outside of Brazil.</li><li>Escalate critical issues appropriately to ensure prompt resolution and minimize business impact.</li><li>Communicate recurring field issues and customer feedback to internal stakeholders to support continuous improvement and product/service quality enhancement.</li></ul><strong>Requirements:</strong><ul><li>Bachelor’s degree in Engineering, Customer Service, or a related field.</li><li>English proficiency required (written and verbal).</li><li>Previous experience in Customer Service, Warranty, Aftermarket, or Case Management roles.</li><li>Strong customer-oriented mindset with excellent communication and interpersonal skills.</li><li>Ability to manage multiple cases and priorities in a fast-paced environment.</li><li>Problem-solving and decision-making skills with strong attention to detail.</li><li>Proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint).</li><li>Experience with ERP or CRM systems is preferred.</li><li>Knowledge of warranty processes, field service coordination, or industrial/manufacturing environments is a plus.</li></ul><strong>At Ruhrpumpen, we value every employee, recognizing that each person contributes to our success through their position. We are a growing team, join us and live Rurhpumpen!</strong>