Team Leader Customer Service - German Speaker

Start something great today. Go Goodyear

 

Location:   Romania/GY Operations Romania SRL_Bucharest  Remote work: Hybrid Organization: Supply Chain    

 

At Goodyear, we make life’s connections easier every day. People around the world count on us to get them where they need to go now and into the future.

But our relentless pursuit of forward motion doesn’t just keep the world moving. It shapes a workplace that celebrates our different talents, experiences, and cultures. It inspires us to continue developing our skills and encourages our career moves all while keeping us focused on building a better future for our associates, our business, and the planet.

Come discover the opportunities ahead with Team Goodyear!

Your Future Role

• Lead and support a customer facing team in handling customer orders, claims, returns and other order to cash related customer requests. Deliver customer value by end to end follow up and satisfy customer needs in alignment with Goodyear processes and guidelines.                                                                                                                                                               
• Work closely with other CS teams, Sales and other departments to ensure that the assigned customer requirements within the team function are being met leading to high customer satisfaction.  Work closely with all other Supply Chain departments to cover special requests in compliance with Goodyear standard work procedures.                                                                                                                                                                      
• Develop team by reviewing performance and development according to Goodyear standard process:
• Objective settings & Performance Review
• Development planning, On the Job Coaching & Training"                                                                                  
• Drive the company and supply chain strategy in all the team's dealings with Goodyear customers.  This performance is measured through main CS KPI's (Calls Service Level / ACR, Delivery Performance, Claim Resolution)                                                                                                                                                                  
• Contribute and support the company and one team philosophy by continuously developing communication skills, proactive mindset and business expertise to ensure the best possible results for the customer and the company.  Identify and suggest opportunities to improve the quality of our service to customers.                                                                                  

                                                                                     

Responsibilities will include, but not be limited to:

• Order entry: receive and process customer orders, inform the customer on the availability of products and the foreseen delivery dates of his orders.  Offer guidance and support to the customer in all relevant ordering channels (through Customer Service or e-Ordering)
• Order Management: Follow-up of all orders and business inquiries. Use the order management processes to drive a continued customer centric approach through flawless order processing, providing clear and reliable order confirmation. Maximize the reliability of our order promises and services by taking necessary actions as described in work instructions and by taking proactively contact with all necessary internal partners.  Sell The Plan.                  
• Quality Management: Drive process of customer claims in the Quality Management module (QM).  Drive swift and complete resolution fo the QM notifications and timely and transparent feedback to the customers.  Good understanding of all relevant Order To Cash areas where customer claims can occur including logistics claims, returns, billing & pricing.