CUSTOMER OPERATIONS ANALYST

About the Company

SourceHub operates as a Shared Services Center (SSC) for the ScanSource Group, a U.S.-based multinational company founded in 1992 and headquartered in Greenville, South Carolina. ScanSource specializes in the distribution of global technology products and services from leading partners such as Microsoft, Dell, HP, Intel, and Lenovo, delivering innovation and support that drive our customers’ digital transformation.

As SourceHub, we are responsible for delivering Finance and Accounting, Human Resources, Information Technology, Procurement and Supply Chain, Legal and Compliance, and general administrative services with efficiency and quality.

We are looking for a Customer Operations Analyst to join our Sales team, supporting customers and internal stakeholders throughout the order fulfillment process. This professional will play a key role in delivering an exceptional customer experience by managing order-related activities, providing proactive communication, resolving operational issues, and ensuring customers have full visibility throughout the lifecycle of their orders. 
 
Success in this role requires strong organizational skills, a customer-first mindset, attention to detail, and the ability to collaborate effectively across multiple departments in a fast-paced environment.

• Manage customer orders and quotations accurately within internal systems, ensuring timely processing and execution.
• Create, update, and maintain sales orders in SAP according to established procedures.
• Verify pricing accuracy and support special pricing requests, exceptions, and necessary price/cost adjustments.
• Act as a primary point of contact for order-related customer communications.
• Provide customers with order updates, tracking details, shipment information, and estimated delivery timelines (ETAs).
• Proactively identify potential obstacles, delays, or fulfillment risks and take appropriate actions to minimize impact.
• Coordinate with merchandising, procurement, logistics, and sales teams to resolve order-related issues.
• Prioritize and escalate requests when necessary to meet customer expectations and service commitments.
• Maintain accurate order documentation and ensure data integrity across systems.
• Deliver a high-quality customer experience by providing timely, professional, and solution-oriented support.
• Support continuous improvement initiatives by identifying opportunities to enhance processes and customer satisfaction.
• Build strong relationships with internal stakeholders and customers through effective communication and responsiveness.

• Availability to work from 11:00AM to 9:00PM (BRT) to support customers and business operations aligned with the Arizona business schedule.
• Bachelor's degree in Business Administration, International Business, Supply Chain, Sales Management, Communications, or a related field.
• Intermediate English proficiency, both written and verbal.
• Previous experience in Customer Service, Customer Experience, Account Support, Order Management, Sales Support, Commercial Operations, or related areas.
• Strong organizational and prioritization skills.
• Ability to manage multiple tasks and deadlines simultaneously.
• Excellent written and verbal communication skills.
• Customer-focused mindset with strong problem-solving capabilities.
• Attention to detail and commitment to delivering high-quality work.
• Ability to collaborate effectively with cross-functional and international teams.
• Proficiency in Microsoft Office applications, including Outlook, Teams, Excel, and Word.

• Employment under CLT regime (Brazil). 
• Competitive salary, aligned with current market standards. 
• Meal and/or food allowance (BRL 40.00 per business day). 
• Transportation allowance or free on-site parking. 
• Health insurance plan. 
• Dental insurance plan. 
• TotalPass. 
• Hybrid work model (3 days on-site and 2 days remote). 
• Must reside in Curitiba, PR, or the surrounding metropolitan area.
• Work schedule: Monday through Friday, from 11:00 AM to 9:00 PM (Brazil time).
• Annual Profit-Sharing Program (PPR), based on performance and goal achievement. 
• Birthday Day Off. 
• Life insurance.