Customer Service Coordinator

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Maxtrack

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1999

📦 Logistics

🔧 Hardware

🚗 Transport

Logistics • Hardware • Transport

Maxtrack is a Latin American technology company specializing in high-performance vehicle tracking, telematics and fleet management. It provides hardware (proprietary GPS devices) and software platforms for real-time monitoring and operational intelligence across cargo transport, passenger transport, agribusiness, mining, utilities and light fleets. Maxtrack emphasizes AI-driven data and video/image processing, LoRa connectivity, fuel-consumption management and large-scale deployments—reporting ~25 years in market, monitoring more than 3 million vehicles and operating tens of millions of devices and AI workloads in Brazil. Its customers include large transport and logistics operators and utilities.

📋 Description

• Coordinate the supervisors of the Scheduling and Validation teams, monitoring results, supporting decision-making and promoting leadership development. • Define operational strategies to ensure compliance with SLAs, productivity targets, quality and service levels. • Monitor operational indicators, identifying deviations, root causes and improvement opportunities, and develop and monitor action plans. • Ensure supervisors effectively manage their teams, including task distribution, performance monitoring, feedback, development and management of operational routines. • Hold periodic meetings with supervisors to review results, align priorities and define corrective and preventive actions. • Oversee scheduling processes for installations, maintenance and removals, ensuring correct prioritization of requests and compliance with deadlines agreed with clients. • Ensure the quality of the service order validation process, guaranteeing technical and administrative compliance and adherence to internal procedures. • Act on operational escalations, supporting supervisors in resolving critical cases, incidents and high-complexity requests. • Develop and standardize processes, operational flows and performance indicators, promoting continuous improvement and increasing operational efficiency. • Prepare and present management reports, performance analyses and action plans to management and the executive board. • Work collaboratively with Operations, Customer Service, Technical Support, Logistics, Sales, Implementation, Quality and Technology teams to ensure process integration and prompt resolution of demands. • Ensure compliance with internal policies, quality standards, information security and operational procedures. • Participate in defining operational capacity, team sizing, vacation planning, absence management and other activities related to operations management. • Lead continuous improvement projects, process automation and optimization of workflows for the Scheduling and Validation areas. • Serve as the primary support contact for supervisors, promoting metrics-driven management, customer focus, operational excellence and team development.

🎯 Requirements

• Bachelor's degree in Administration, Engineering, Logistics, Information Technology, Process Management or related fields. • Minimum of 2 years' experience in related roles managing Support, Customer Service or Customer Success operations. • Experience leading and developing supervisors and operational teams. • Knowledge of performance indicators (KPIs) management, target setting and development of action plans. • Knowledge of SLA management, productivity, quality, backlog and operational capacity. • Experience planning and monitoring scheduling and service validation operations. • Proficiency with data analysis tools and preparation of management reports, especially Microsoft Excel (intermediate/advanced) and PowerPoint. • Knowledge of shift/schedule management, team sizing and operational planning. • Experience conducting management meetings, monitoring performance and presenting results. • Critical analysis skills to identify root causes and implement corrective and preventive actions. • Knowledge of people management methodologies, including feedback, performance appraisal, team development and competency-based management. • Understanding of customer experience concepts and a focus on continuous improvement of the customer journey. • Postgraduate degree or MBA in People Management, Project Management, Operations Management or related areas is considered a plus.

🏖️ Benefits

• Health insurance • Dental insurance • Complimentary breakfast • Employee discount club • Pharmacy discount program • Profit sharing (PLR) • On-site cafeteria • Life insurance • Food allowance • Meal voucher • Transportation allowance • Parking • Fuel allowance • Wellhub (formerly Gympass) • Zenklub • Education Incentive Program • Flexible schedule - 8 hours/day