Customer Service Representative

Summary

HID Global is seeking a reliable, consistent and disciplined team member to join our growing Global Customer Service team. If you like to work within a fast-paced environment, ensuring that customers get the support they need, through all phases of their ordering experience, this is the role for you. The ideal candidate is committed to operational excellence, always demonstrates professional communication, and understands the importance of punctuality, predictability, and process compliance. You will be responsible for building and maintaining relationships with all the customers in your assigned regions, and you will play a key role in ensuring a high‑quality customer experience across all stages of the order cycle, while maintaining strong alignment with Sales, Operations, and Finance.

Duties and Responsibilities include the following. Other duties may be assigned.

• Delivers courteous, accurate, and proactive customer support while maintaining a consistently professional demeanor.
• Communicates with customers by phone and/or email, enters purchase information into the computer system, and escalates issues as required.
• Handles pricing, lead times, order status, shipment tracking, part number/product information, and format/programming inquiries.
• Verifies all purchase orders with channel partners to ensure accuracy before booking.
• Contacts customers to follow up on pending orders and confirm purchase order details as needed.
• Generates reports and sends invoice communications to customers. Manages invoice inquiries, expedites requests, resolves billing issues, and schedules pickups.
• Coordinates with other departments to expedite or resolve customer orders, issues, and concerns.
• Maintains customer files to ensure they are up to date.
• Processes RMAs and follows the approval process through completion.
• Serves as a liaison between Sales, Operations, Finance and other teams.
• Ensures customer information accuracy in the CRM system and Oracle eBS for dedicated accounts.
• Develops expertise in HID products and attends training as required.
• Proactively engages with customers and colleagues.
• Helps support Sales with the operational part of the order entering

Qualifications    

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must have a passion to make customer satisfaction their highest priority. 
• Clear, respectful, solution‑oriented communication with colleagues, customers, and leadership.
• Ability to maintain composure and professionalism in fast‑paced or high‑pressure scenarios.
• The ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs. 
• Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed
• The ability to communicate with customers clearly and effectively by phone, WhatsApp and e-mail communication.
• Strong alignment with standardized workflows, policies, and corporate procedures.
• Detail orientation; diligence in follow-up and completion to the satisfaction of our customers

Education and/or Experience          

• Previous experience of working within a busy customer services department, helping to achieve excellent time management, efficient prioritization and delivering superior customer experience; essential
• A minimum of 3 years’ Customer Service experience, preferably in a high technology industry, is an advantage. 

Language Skills                   

Ability to effectively communicate in the English, Spanish, and Portuguese languages, both verbally and in writing, is required for this role. 

Computer Skills    

• Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc. 
• Familiar with operating systems, such as Windows, etc. 
• Preferred knowledge: Oracle EBS, Salesforce CRM, Agile, MS Office

Customer Expectations

Highlight knowledge, skills, abilities and traits necessary in this role to satisfy our customers’ expectations: 

• Customer-Centric mindset.
• Thrives in fast-paced environments.
• Problem-solving agility.
• Resourceful and tenacious.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Employee works primarily in an office environment, with in a well-ventilated area, and is exposed to moderate noise levels

                                    Work Requirements

• Must be legally eligible to work in Brazil. 
• May be required to attend trade shows, as requested by Customer Services Management 
• Travel may be required in LAM region, so the applicant must have, or be able to obtain, a valid passport with no restrictions. 
• Compliance with all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems

Nós somos o GRUPO ASSA ABLOY
Nossos colaboradores fazem de nós um líder global em soluções de acesso. Em troca, nós abrimos portas onde quer que eles estejam. Com aproximadamente 63.000 mil funcionários em mais de 70 países, nós ajudamos bilhões de pessoas a experimentar um mundo mais aberto. 
Nossas inovações tornam todos os espaços - físicos e virtuais - mais seguros, protegidos e mais fáceis de acessar. Como empresa, nós valorizamos resultados - não os títulos ou a origem. 

Nós empoderamos nossos colaboradores para construir suas carreiras em torno de propósito e ambições - apoiando com feedback regular, treinamentos e oportunidades de desenvolvimento. Nossos funcionários pensam estrategicamente sobre onde podem causar maior impacto e nós os incentivamos a buscar mais desafios locais, regionais e ou mesmo internacionais. 

Valorizamos diferentes perspectivas e experiências. Quando abrimos as portas à novas pessoas, para nós é importante ter equipes diversificadas e inclusivas, por isso valorizamos diferentes perspectivas e experiências.