Job Purpose:

• Handle customer orders and 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 Sales and act as a consultant to ensure that customer needs are met. Work closely with other Supply Chain departments, such as Transportation and Warehouse teams to cover special requests in compliance with Goodyear standard work procedures.
• Maximize customer satisfaction by contributing to the company and supply chain strategy. The performance is measured through Call Service Level / Delivery Performance / Customer Satisfaction.
• 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.

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.
• Quality Management: enter and process customer claims in the Quality Management module (QM) and drive swift and complete resolution for 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.