Customer Service Representative - French Speaker at Goodyear Tire & Rubber

Romania

Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Automotive, Tire ManufacturingIndustries

1 year of experience in a customer-facing environment
Proactivity with the ability to work in an international environment with various stakeholders, mostly remotely
Advanced proficiency in French and English (both speaking and writing)
Any experience in automotive/industrial environment (strong asset)
Bachelor's Degree
Strong user level in main MS Office applications, relevant SAP transactions (order management & quality management), and 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 strong relationships and collaboration with customers through efficient communication using standard tools, in calls or other media
Product knowledge: affinity or established knowledge of main features and qualities of Goodyear's tires and products; strong awareness of Goodyear brands' market positioning
Supply Chain: understanding of Goodyear's end-to-end supply chain strategy and ability to maximize collaboration with customers for planning, production, ordering, delivery, and billing

Order entry: receive and process customer orders, inform customers on product availability and foreseen delivery dates, offer guidance on ordering channels (Customer Service or e-Ordering)
Order Management: follow-up on all orders and business inquiries, use processes for flawless order processing and clear order confirmations, maximize reliability of order promises by following work instructions and proactively contacting internal partners, sell the plan
Quality Management: enter and process customer claims in the Quality Management module (QM), drive swift and complete resolution of QM notifications, provide timely and transparent feedback to customers, understand relevant Order To Cash areas (logistics claims, returns, billing & pricing)
Delivery planning: act as liaison between customers and Goodyear logistics to ensure shipments meet requirements, manage delivery blocked orders, agree on delivery slots, service levels, and additional services
First Contact Resolution: maximize customer requests resolved on first contact in the contact center, log and follow up remaining requests per service standards, scripts, and procedures
Maximize sales and customer order fulfillment: take actions to sell the plan, drive upselling & cross-selling, promote sales campaigns and incentives, guide customers through product portfolio, offer alternatives