Candidatul ideal

• Excellent command of Romanian, Italian or Spanish and English (written, spoken; you will interact in these languages daily, will be tested in interview process.
• High School/Baccalaureate diploma (required), Bachelor degree (desired)
• At least 1 year of working in a customer facing environment
• Any experience within automotive/industrial and international environment will be considered as a strong asset
• Experience with main MS Office applications (required) and relevant SAP (desired)
• Ability to work in a team: support team goals, take initiative, seek to give and receive help and feedback
• Ability to communicate effectively with the customer using standard tools and conventions, both in calls with the customer as well as through other media
• Capacity to quickly absorb relevant knowledge on the main features and qualities of Goodyear's tires and other products

Descrierea jobului

• 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.
• Quality Management: enter and process customer claims in the Quality Management module (QM) and drive swift and complete resolution for the QM notifications. Good understanding of all relevant Order To Cash areas where customer claims can occur including logistics claims, billing & pricing.
• 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.
• Cross selling: guide the customer through our product portfolio and offer alternatives where available.