Customer Service Representative Key Account with German

Start something great today. Go Goodyear

Job Purpose:

• Handle customer orders and order to cash related customer requests. Deliver customer value by end to end follow up and satisfy customer requirements in the area of order handling and delivery planning in alignment with Goodyear Dunlop processes and guidelines.  For some particular key accounts, a specific procedure may apply.
• Work closely with the Key Account Manager and Demand Planners act as a Single Point Of Contact (SPOC) to the ensure that the assigned key account requirements are being met.  Work closely with all other Supply Chain departments to cover special requests in compliance with Goodyear standard work procedures.
• Maximize customer satisfaction by driving the company and supply chain strategy in all dealings with Goodyear customers.  This performance is measured through Delivery Performance / CTS / Customer Satisfaction / Claim Resolution / contribution to FC Accuracy-Bias-Sales Stability KPI's.
• 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.

Main Responsibilities:

• 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.  Report & monitor orders against forecasts & highlight any forecast deviations to demand planners to improve forecast accuracy & forecast bias & sales stability.
• Quality Management: enter and process 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.
• Delivery planning: act as a liaison between the customer and Goodyear logistics execution to ensure orders are being shipped as per customer requirements.  This includes managing delivery blocked orders with the customers, agreeing on delivery slots and required service levels and potential additional services.
• Customer Interface Management: establish a strong business relationship with key accounts and ensure all Service Level Agreements between GYDU & customer are adhered to & that all tasks associated with this are completed in a correct & timely manner.
• Maximize sales and customer order fulfillment: take all necessary actions to align & sell the plan.  Guide the customer through our product portfolio and offer alternatives where available.

To Join Our Team You Will Need:

• 3 years - Experience of working in a customer facing environment. Proactivity with the ability to work within an international environment, with various stakeholders, most of the time on a remote mode.
• Advanced in German  and English, both speaking and writing
• Any experience within automotive/industrial environment will be considered as a strong asset
• System Applications: strong user level in main MS Office applications, relevant SAP transactions (order management & quality management) & key operational reports in EDW in OTC
• Ability to work in a team: support team goals, take initiative, seek to give and receive help and feedback
• Customer Interface management: able to establish a strong relationship and collaboration with the customer through efficient and effective communication, using standard tools and conventions, both in calls with the customer as through other media
• Product knowledge: demonstrate affinity with or established knowledge on the main features and qualities of Goodyear's tires and other products.  Strong awareness of Goodyear brands positioning in the market.
• Supply Chain: strive for broader understanding of Goodyear's end-to-end supply chain strategy and maximize collaboration with the customer to plan, produce, order, deliver and bill the right products at the right time in a customer focused yet cost efficient way.