Analista Customer Service

Inside Sales & Customer Service Analyst

We are looking for an Inside Sales & Customer Service Analyst to support the commercial development of our Elevator & Escalator Business Unit in Brazil.

Based in Sorocaba (SP) and reporting to the Sales Manager, this person will act as a commercial facilitator, working closely with the sales team to optimize the entire sales cycle — from pre-sales to post-sales — with a strong focus on process improvement, customer satisfaction, and business growth.

This role combines key activities from Customer Service, Sales Administration, and Inside Sales, providing a 360° view of the commercial operation. You will help boost sales opportunities, manage offers and orders, monitor backlog, and ensure clear communication between the commercial area and internal departments like supply chain, production planning, logistics, pricing, fiscal and legal.

Roles & Responsibilities:

• Manage and track sales opportunities, offers, and customer requests
• Support the sales team in improving sales funnel visibility and pipeline control
• Collaborate with account managers to identify and unlock potential business opportunities (inside sales support)
• Monitor sales KPIs such as hit rate, backlog status, and conversion
• Ensure data accuracy in ERP and CRM systems (SAP and Salesforce)
• Respond to customer inquiries regarding offers, orders, lead times, inventory, logistics, and quality issues
• Act as a bridge between Sales, PCP, Logistics, Pricing, Fiscal, Legal and the Customer to enhance customer experience
• Contribute to monthly forecast routines (Flash and Rolling Forecast)
• Provide commercial insights and support continuous improvement projects across the BU
• Propose improvements in tools and reports to support business decisions
• Conduct proactive customer calls and assist with commercial incentive programs to promote the Prysmian portfolio
• Track billings and ensure timely resolution of any issues to guarantee product delivery
• Manage financial credit requests when needed
• Review daily reports and unblock orders when required
• Maintain up-to-date information on your portfolio and offer pipeline
• Ensure coverage of day-to-day activities and collaborate with interns when delegating tasks, aligned with the Sales Manager
• Deliver daily reporting for full visibility of the sales portfolio

We are looking for a candidate with the following skills and motivations:

• Bachelor's degree in Business Administration, Engineering, or related fields
• Experience in Inside Sales, Sales Administration, or Customer Service
• Commercial mindset with initiative to support business growth
• Strong analytical skills and ability to interpret commercial KPIs
• Strong communication and relationship-building skills
• Ability to understand technical subjects (knowledge of elevator and escalator components is a plus)
• Fluent in Portuguese and intermediate English (Spanish is a plus)
• Proficiency in Excel; experience with SAP and Salesforce is preferred
• Self-motivated, hands-on, organized, and collaborative profile
• Able to handle confidential information with discretion