Client Support Officer

We are a brand with more than 30 years of experience that offers an extensive range of equipment for cafes, pastry shops, bakeries, mini and supermarkets, hotel buffets, cocktail bars, breweries and wine bars, self-service, professional kitchens and convenience stores. Our principles, as an attitude and commitment to excellence, have led us to create products that are distinguished by the highest quality, modern design and high degree of customization.

We are now looking for a Client Support Officer to join our team and support daily operations related to customer service, order management, logistics coordination, and billing.

You’ll work closely with several departments, logistics, finance, quality and production, to coordinate all post-sales support and order management activities, ensuring customer satisfaction and operational efficiency. Acting as the backbone of the commercial department, this role will be responsible for following up on customer orders, ensuring process compliance, handling complaints, and providing high-level administrative and operational support to the sales team, driving process optimization, automation, and performance management through KPIs.

Key Responsibilities:

1. Customer Service & Support

Respond to client inquiries via phone, email, and in person
Provide assistance on orders, deliveries, billing and documentation
Coordinate with internal departments to follow up on requests

2. Order & Sales Process Management

Input, track and update orders in the system
Coordinate with logistics to confirm availability and delivery times
Send order confirmations and relevant documents to clients

3. Logistics & Shipping Coordination

Support export processes (documentation, deadlines, delivery terms)
Monitor shipments and assist in resolving any transport-related incidents
Assist in managing spare parts and replacements

4. Invoicing & Accounting Interface

Issue invoices and credit notes
Ensure all invoices meet legal and tax compliance requirements
Apply VAT rules correctly based on destination/country
Assist in managing client prepayments and reconciliation
Help resolve invoicing discrepancies (amounts, data, timelines, etc.)

5. Complaint Management & Non-Conformities

Register and monitor client complaints
Liaise with Quality, Production and Logistics to resolve issues
Keep the client informed on progress and outcomes
Assist in managing returns or exchanges

6. Documentation Control & Compliance

Check required documentation for each sale/export process
Ensure all legal and fiscal obligations are met in issued documents
Organise and maintain digital and physical archives

7. Performance Monitoring – KPIs

Track and report key indicators such as:
SLA compliance
Average response and resolution times
Number of complaints per client/month
Billing non-conformities rate
Customer satisfaction (when applicable)
Support in preparing regular performance reports

8. Continuous Improvement

Actively contribute ideas to improve internal processes
Collaborate with teams to implement efficiency and customer service enhancements

Requirements:

Degree in Management, Business Administration, Logistics, or a related field.
Academic background in Management, International Trade, Logistics, or related areas (or currently studying)
Minimum of 3 years of experience in backoffice management, commercial support, or order administration in an industrial or technical B2B context.
Proven experience in using ERP systems (preferably Microsoft Dynamics 365 Business Central) and reporting tools.
Strong understanding of process mapping, continuous improvement, and workflow automation.
High proficiency in Microsoft Office, especially Excel and Outlook.

Personal Profile:

Passion for customer service and problem-solving
Analytical mindset with a clear focus on KPIs, data integrity, and client-centric service.
Excellent organizational and problem-solving skills.
Effective communicator, both written and verbal, with a collaborative attitude.
Proactive, solution-driven, and comfortable managing priorities in a dynamic environment.
Fluency in Portuguese and good command of English and French.

We are counting on you if you are passionated about industry and focused on the client! If you have any doubt you may contact us through or send us your CV with the subject ” Client Support Officer”.