Marcelo Porto
@marceloporto
Customer Service Supervisor at Southco, supporting a five-person team and monitoring service performance and customer satisfaction.
BrazilWhat I'm looking for
At Southco, I lead a five-person Customer Service team while staying hands-on with daily service operations. I monitor response times and customer satisfaction, and coordinate issue resolution with internal stakeholders.
Previously, I managed customer orders and post-sales activities at Southco and WACKER CHEMIE using SAP and Salesforce. Across my customer service roles, I’ve investigated complaints, supported KPI monitoring, and communicated with international colleagues in English.
Experience
Work history, roles, and key accomplishments
Customer Service Supervisor
Southco
Feb 2026 - Present (9 months)
Leads a five-person Customer Service team, supporting daily service operations and consistent customer support. Monitors service performance and operational indicators, including response times and customer satisfaction.
Senior Customer Service Analyst
Southco
Dec 2024 - Jan 2026 (1 year 1 month)
Managed customer orders and post-sales activities using SAP and Salesforce. Investigated customer complaints, followed up on root causes, and escalated issues when required.
Processed and managed customer orders using SAP and Salesforce. Investigated customer complaints and coordinated follow-up with relevant stakeholders.
Customer Facing Analyst
GTM / Quantiq
Oct 2021 - Feb 2022 (4 months)
Managed customer orders and order portfolios using SAP and Salesforce, with order tracking through Opensil. Provided order confirmation, stock availability, shipment information, and customer support.
Senior Post-sales & Customer Service Analyst
B2W Companhia Digital / Directlog
May 2014 - Mar 2021 (6 years 10 months)
Provided dedicated customer service and monitored delivery performance. Mapped and maintained operational processes and prepared daily reports in English.
Production Assistant
IBAC – Indústria Brasileira de Alimentos e Chocolates (Cacau
Oct 2010 - Feb 2014 (3 years 4 months)
Supported production activities, machine operation and maintenance, material distribution, and replenishment. Performed material flow checks, product records, quality control, and workplace organization.
Education
Degrees, certifications, and relevant coursework
FGV – Fundação Getulio Vargas
MBA, Foreign Trade Management & International Business
Completed an MBA in Foreign Trade Management & International Business in 2023.
Universidade Nove de Julho
Bachelor's Degree, English Translation and Interpretation
Completed a Bachelor's Degree in English Translation and Interpretation in 2017.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
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