Customer Service Team Lead at Goodyear Tire & Rubber

Manila, Metro Manila, Philippines

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, Tire Manufacturing, Supply ChainIndustries

Bachelor’s degree in Supply Chain Management, Business, or related discipline
Training or certification in People Leadership, Lean Six Sigma, or Customer Service Management
6+ years of experience in customer service roles, with at least 3–5 years in a supervisory/team leader role
Experience in coaching, performance management, and escalation handling
Strong people management, coaching, and mentoring capabilities
Analytical Thinking: Ability to assess performance metrics, identify trends, and drive improvements
Customer Orientation: Commitment to delivering high-quality service and customer satisfaction
Collaboration: Ability to work across functions (sales, supply chain, logistics) to resolve escalations
Communication: Excellent verbal and written communication for stakeholder management
Proficient in ERP (SAP), Excel, and reporting dashboards

Supervise order processing, issue resolution, and daily team activities
Track team KPIs, monitor SLA compliance, and implement corrective actions
Coach, mentor, and train team members
Foster a culture of accountability, collaboration, and customer focus
Collaborate with Sales, Logistics, and Planning to align service execution with business goals
Ensure smooth integration of customer service into the wider supply chain processes
Handle escalated customer issues and provide resolutions
Implement best practices based on customer feedback and service reviews
Manage day-to-day operations of the customer service team, ensuring performance targets, service quality, and team capability are met
Act as a liaison between CS and other departments, drive continuous improvement initiatives, and support staff development to foster a customer-centric culture and efficient service delivery