Customer Service Analyst

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Mercos

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

🤝 B2B

🛍️ eCommerce

☁️ SaaS

💰 $50k Non Equity Assistance on 2016-11

B2B • eCommerce • SaaS

Mercos is an automated sales and eCommerce B2B system that simplifies order management and sales processes for businesses selling at wholesale. By integrating with existing ERPs, Mercos provides real-time order issuance, stock control, and sales team management, allowing for error-free transactions and efficient communication. Its features include an easy-to-use mobile app for offline sales, customizable reports, and a dedicated support team, making it a comprehensive solution for industries, distributors, and sales representatives looking to enhance productivity and sales performance.

📋 Description

• Receive people who contact you asking for help (phone, email and chat) and seek to understand their needs beyond the reported issue • Analyze the integration code between the ERP and Mercos, using a validation document to identify potential adjustments and inform the partner about necessary corrections • Redirect financial requests and bug reports to the responsible squads (Finance and Application Support) • Assist our customers with Mercos usability questions, understanding the customer’s context and how to connect their workflows to the system’s tools • Participate in daily meetings (target tracking, course corrections and sharing successes) and weekly meetings (reviewing wins and losses) • Actively engage in a collaborative learning environment, leading and participating in team training sessions • Be responsible for your own development through your Individual Development Plan (IDP) and actively participate in follow-up / 1:1 meetings

🎯 Requirements

• Experience in Customer Service at technology companies or startups • Technical knowledge of Google Sheets and operating systems: Windows, iOS and Android • Ability to interact with customers with patience and empathy • Proactive problem-solving attitude and willingness to suggest improvements for customers and internal processes • Ability to communicate with the team in meetings, training sessions and other day-to-day contexts • Analytical capability to dive deep into customer scenarios • Excellent verbal and written communication • Knowledge of the commercial representation, distribution and manufacturing segments (plus) • Knowledge and experience with system or ERP integrations (plus) • Experience in objection handling, churn/cancellation control and customer success (plus)

🏖️ Benefits

• 💰PLR - Profit Sharing and Results Participation Program • 🍎Home-office allowance + meal/food allowance on the Caju flexible benefits card • 🤑Budget to set up your home office • 🚑Health and Dental plan with nationwide coverage • 👩🏽‍⚕️Access to Moodar for online psychological care (benefit extendable to family) • 💻Access to an educational platform with full scholarships for undergraduate, postgraduate, short courses, languages and MBA • 🏋🏼‍♀️Wellhub (formerly Gympass): app providing access to partners for physical activities (gyms) and partners for physical, emotional and nutritional well-being for you and your family