Team Leader Customer Service With German

Team Leader

We're dedicated to producing, innovating, and servicing the best tires in the world. For over 125 years, Goodyear has led the way in developing smart solutions that shape the future of mobility. Today, we're one global team united by bold thinking, relentless drive, and a passion to exceed expectations. If you're ready to embrace change and make an impact in your career, let's go.

As a Team Leader you will be responsible for leading and supporting a customer-facing team managing customer orders, claims, returns, and other order-to-cash activities. The position ensures end-to-end follow-up of customer requests and delivers high customer satisfaction in line with Goodyear processes and guidelines.

The Team Lead works closely with Customer Service teams, Sales, and Supply Chain to meet customer requirements, manage special requests, and ensure compliance with standard procedures. The role also focuses on team development through performance management, coaching, and training, while driving supply chain and customer service strategy.

What You'll Do

• 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. Sell The Plan.
• Quality Management: Drive process of customer claims in the Quality Management module (QM). Drive swift and complete resolution fo the QM notifications and timely and transparent feedback to the customers. Good understanding of all relevant Order To Cash areas where customer claims can occur including logistics claims, returns, billing & pricing.
• Delivery planning: act as a liaison between the customer and Goodyear logistics execution to ensure orders are being shipped as per customer requirements. This includes managing delivery blocked orders with the customers, agreeing on delivery slots and required service levels and potential additional services.
• 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. Upselling & cross selling: drive the sales campaigns and other customer incentives, guide the customer through our product portfolio and offer alternatives where available.
• Drive People Development & Performance by using Goodyear standard Processes of People Management. Work closely with Customer Facing Manager in driving People Development.

What You'll Bring

• Bachelor's degree.
• Advanced level of German and English.
• Minimum 3 years of experience working in a customer-facing environment, preferably within the automotive or industrial environment.
• Proven proactivity and ability to work within an international environment with various stakeholders, often remotely.
• Strong user level in MS Office applications, relevant SAP transactions (Order Management & Quality Management), and key operational reports in EDW in OTC.
• Ability to establish strong relationships and collaborate efficiently with customers through effective communication, both via calls and written channels.
• Broader understanding of Goodyear's end-to-end supply chain strategy and ability to collaborate with customers to plan, produce, deliver, and bill efficiently.

We welcome applicants from a wide range of backgrounds and experiences. Even if you don't meet every listed qualification, we encourage you to apply.

Goodyear is one of the world's largest tire companies. It employs about 68,000 people and manufactures its products in 51 facilities in 19 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. Goodyear is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.