Team Leader Customer Service with German

Start something great today. Go Goodyear

Job Purpose:

• 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.                                                                                         

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.  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.      
• 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.                  
• First Contact Resolution: maximize the customer requests answered during the first contact with the CSR in the contact center. The remaining customer requests need to be logged and followed up in accordance with the organization’s service standard processes, scripts, and procedures.
• Maximize sales and customer order fulfillment: take all necessary actions to sell the plan.  Upselling & cross selling: drive the sales campaigns and other customer incentives, guide the customer through our product portfolio and offer alternatives where available.                      
• Drive People Development & Performance by using Goodyear standard Processes of People Management. Work closely with Customer Facing Manager in driving People Development.                            

To Join Our Team You Will Need:

• 2 years - Experience of working in a customer facing environment. Proactivity with the ability to work with various stakeholders, most of the time both on a direct and 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 written & oral communication with the customer 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.