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Senior Customer Service Specialist

Date: Oct 17, 2018

Location: Shanghai, 31, CN

Company: Goodyear

Location: CN - Shanghai   
Goodyear Talent Acquisition Representative: Nora Yan (PRO)  
Sponsorship Available:  No
Relocation Assistance Available: No 

Primary Purpose of the Position

A key role within China Customer Service team to integrate the information and process to enhance efficiency and to improve customer satisfaction, and a pivot role for internal and external collaboration.

  1. Lead Customer Service projects/process to improve efficiency; and represent CS function for various projects across functions, such as customer’s new requirements and recall process creation etc.
  2. As China E-claim system owner, working with the team to maintain E-claim system to support tire adjustment integrity; responsible for platform daily maintenance and new accounts creation, claim reports etc.
  3. Data analysis and reporting, such as CSD data analysis of claims, other data required by customer and regular reporting coordination and submission etc.

 

Responsibilities:

  1. Lead Customer Service projects such as E-Claim and Wechat store etc.
  2. Proactively participate in designing and implementing brand-new platforms and process to improve efficiency and to solve problems of customers, for example: setting up WeChat Store to sell tires at attractive price to certain consumers with complaints
  3. Proactively participate in creating and optimizing process within customer service team, such as F&C dealing process for Ford, SGM, DPCA new Peugeot 408 free replacement process etc.
  4. Representing CS function for various projects in routine meetings, e.g. sales, retail, finance, supply chain, E-commerce projects
  5. Ensure existing E-claim system maintenance of server and operation system to support FE team’s quick feedback on customers complains. Working with IT to resolve some system bugs, such as system frequently shut down or delay response, information (claim tire pictures) unable to upload etc.
  6. Be responsible for newly added customers account designation, access authorization and customer information setup, training and guidance etc.
  7. Be responsible for platform license application to ensure normal operation and working with IT to upgrade E-claims system from time to time.
  8. Be responsible for sorting out E-claim reports for customer service team using on routine basis
  9. Solve other complicated issues
  10. Owner of customer service data analysis, build up platform and database for information integration; insight and solution provider to other functions such as technical, quality team and customer etc.
  • Generate insight and identify risks by coaching Field Engineer analysts, lead claim data analysis;
  • Responsible for data quality by coaching and overseeing Call Center data maintenance
  1. Lead and coordinate Customer Service team for AOP forecast
  2. Lead customer service team regular reporting, such as:
  • S&OP report
  • 12365 internet complaints monthly report
  • CSD reports
  • SGM and Ford F&C return tire tracking etc.
  • Claim tire adjustment province and FE work load statistics

 

Requirements:

  1. Bachelor’s Degree
  2. Minimum 3 years working experience, in customer-focused filed preferred
  3. Project management experience
  4. Excellent analytic skill to analyze large variety of data and draw insights
  5. Excellent project management skill
  6. Strong communication and interpersonal skill, influencing people without authority
  7. Strong teamwork and coaching skill
  8. Open-minded, being agile to accommodate and drive changes
  9. Fluent verbal and written communication in English
  10. Knowledge of tire/ auto industry is preferred

      

Goodyear is one of the world’s largest tire companies. It employs about 64,000 people and manufactures its products in 48 facilities in 22 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate


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