Customer Service Analyst

Location: Guarulhos, São Paulo, Brazil, BRA-Guarulhos Virtual

Remote Type: Hybrid

Time Type: Full time

Job Description

As the largest pureplay adhesives company in the world, H.B. Fuller’s (NYSE: FUL) innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day. Founded in 1887, with 2025 revenue of $3.5 billion, our mission to Connect What Matters is brought to life by more than 7,100 global team members who collaborate with customers across more than 30 market segments in 150 countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets. Learn more at www.hbfuller.com.

Position Overview

The Customer Service Agent manages the end-to-end order cycle for a defined customer portfolio, ensuring accurate order processing and a positive customer experience. This role serves as a key point of contact for customer inquiries, order updates, and issue resolution while coordinating with internal teams. The position supports operational excellence through proactive communication, data accuracy, and compliance with safety standards.

Primary Responsibilities

• Process, maintain, and monitor customer orders

• Communicate order changes and delivery updates

• Respond to customer inquiries and resolve issues

• Maintain customer data and records in SAP

• Coordinate with Finance, Logistics, Supply Chain, and Sales

• Manage complaints, disputes, and invoicing queries

• Monitor consignment stock and customer portals as needed

• Support OTIF delivery and SHE compliance objectives

Minimum Requirements

• Degree in Business Administration, Commerce, Administration, or a related field.

• 3+ years of customer service or customer support experience

• Fluency in English/Spanish

• Proficiency in Microsoft Office and business systems

• Legal authorization to work in the hiring location

Preferred Requirements

• Experience supporting customers across multiple countries or regions

• Experience using SAP/TOTVS for customer and order management

• Demonstrated ability to manage multiple priorities and deadlines

• Strong communication, problem-solving, and stakeholder collaboration skills

H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where employees around the world are seen, heard, and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or marital status or status as a protected veteran, or any other legally protected classification.

H.B. Fuller does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms. To conduct business with H.B. Fuller, a written service agreement must be executed by Human Resources prior to submitting any information relating to a potential candidate. Without a signed service agreement, H.B. Fuller shall not be obligated for payment of any fee or compensation.