ABOUT CONMED
CONMED Corporation is a global medical device company dedicated to empowering surgeons and improving patient outcomes. Operating in more than 100 countries, CONMED delivers innovative solutions for minimally invasive surgery, orthopedic surgery, and general surgery.
ROLE OVERVIEW
The Customer Service Analyst will be responsible for end-to-end order cycle management, serving as a strategic link between distributors, customers, and internal teams. The professional will ensure operational excellence in service delivery, leveraging the TOTVS ERP system as the primary order management tool, while maintaining strong relationships and assertive communication with all stakeholders.
KEY RESPONSIBILITIES
– Receive, review, and accurately enter customer and distributor orders into the TOTVS ERP system
– Track order status throughout all stages: invoicing, picking, shipping, and delivery
– Serve as the primary point of contact for inquiries, requests, and issue resolution for distributors and customers
– Manage occurrences, returns, and exchanges, coordinating with logistics and finance teams
– Build and analyze performance reports and service KPIs using Microsoft Excel
– Monitor delivery deadlines and proactively communicate changes or delays to relevant stakeholders
– Support the sales force with product availability, lead times, and order history information
– Maintain up-to-date customer and distributor records in internal systems
– Contribute to continuous improvement initiatives within the customer service department
REQUIREMENTS & QUALIFICATIONS
Education
– Bachelor's degree in Business Administration, Marketing, Logistics, Accounting, or related fields
Technical Skills
– Advanced proficiency in Microsoft Office, with emphasis on Excel (pivot tables, formulas, dashboards) — essential requirement
– Demonstrated experience with ERP systems — TOTVS experience is a significant advantage
– Ability to analyze and process data to generate management reports
Experience
– Previous experience in Customer Service or Commercial Operations
– Experience in the Medical Devices industry is a relevant differentiator
Behavioral Competencies
– Excellent verbal and written communication skills
– Proven ability to build and maintain relationships with distributors and external customers
– Proactive, organized, and deadline-driven profile
– Team player with strong cross-functional collaboration skills
– Problem-solving mindset with a focus on continuous improvement
Languages
– English desirable (reading, writing, and conversation) — an asset for communication with global headquarters
NICE TO HAVE
– Prior experience in healthcare, medical devices, or sector distributors — highly valued differentiator
– Proficiency in Power BI for dashboard creation and commercial data analysis
– Experience with Salesforce (CRM) for customer and distributor relationship management
– Background in import/export processes
– Intermediate to advanced English proficiency
WORK MODEL
This position is offered under a hybrid work model, with 2 to 3 on-site days per week at our São Paulo, SP office. The remaining days may be performed remotely.