Customer Service Representative Key Account - Remote Eligible

Customer Service Representative – Key Account

At Goodyear, we don't just make tires—we shape the future of mobility. With more than 120 years of innovation, we are one of the world's leading tire companies, operating in over 20 countries and serving millions of customers every day. Our success is driven by a culture of collaboration, continuous improvement, and passion for excellence. Joining Goodyear means becoming part of a global team where your ideas, skills, and ambition can make an impact—on our business, our customers, and the world of mobility.

Why This Role Matters

As a Customer Service Representative – Key Account, you will play a key role in managing the order-to-cash process and ensuring a seamless customer experience for our key accounts. You will act as a Single Point of Contact (SPOC) for assigned accounts, working closely with the Key Account Manager, Demand Planners, and other Supply Chain teams to meet customer requirements while maintaining compliance with Goodyear standards and procedures. Your contribution will directly impact customer satisfaction, delivery performance, and overall sales stability. This position offers the opportunity to develop strong cross-functional collaboration skills and contribute to Goodyear's success in a dynamic, international environment.

What You'll Do

• Order Entry: Receive and process customer orders; inform customers on product availability and expected delivery dates; provide guidance through all ordering channels (Customer Service or e-Ordering).

• Order Management: Follow up on all orders and business inquiries; ensure flawless order processing and accurate confirmations; proactively communicate with internal partners to maximize reliability of order promises and services. Monitor and report orders against forecasts and highlight deviations to improve forecast accuracy, bias, and sales stability.

• Quality Management: Enter and process customer claims in the Quality Management (QM) module; ensure swift and complete resolution of claims and provide transparent, timely feedback to customers. Develop understanding of all relevant Order-to-Cash areas where customer claims can occur (logistics, returns, billing, pricing).

• Delivery Planning: Act as a liaison between customers and Goodyear Logistics Execution to ensure orders are shipped according to customer requirements; manage delivery-blocked orders, coordinate delivery slots, service levels, and additional services.

• Customer Interface Management: Build strong relationships with key accounts and ensure all Service Level Agreements (SLAs) are met; handle tasks accurately and timely in alignment with customer expectations.

• Sales and Fulfillment Support: Take all necessary actions to align and sell the plan; support upselling opportunities by guiding customers through the product portfolio and offering suitable alternatives when available.

• Continuous Improvement: Support Goodyear's "One Team" philosophy by developing communication skills, a proactive mindset, and business expertise; identify and suggest opportunities to improve service quality.

What You'll Bring

• Education: Bachelor's degree.

• Experience: Minimum 3 years of experience in a customer-facing environment. Minimum 3 years of experience in an international setting, collaborating with various stakeholders (often remotely). Experience in the automotive or industrial sector is a strong asset.

• Knowledge & Skills: Proficiency in MS Office and relevant SAP transactions (Order Management & Quality Management modules). Experience with EDW operational reporting in Order-to-Cash processes. Strong team player: proactive, collaborative, open to feedback, and focused on achieving team goals. Excellent communication and relationship management skills to build strong customer partnerships through professional and efficient interactions. Solid understanding of Goodyear's Order-to-Cash processes and supply chain operations. Product knowledge or affinity with Goodyear's tire portfolio and brand positioning. Strong organizational skills, attention to detail, and customer-focused mindset.

• Languages: Advanced French (C1 level). Advanced English (B2+ level).