Why This Role Matters
As a Customer Service Representative, you will manage customer orders end-to-end processes in line with Goodyear Dunlop standards. Acting as a Single Point of Contact (SPOC) for customers, you will collaborate with Sales and Supply Chain teams to ensure operational excellence, timely deliveries, and customer satisfaction.
Your contribution will help strengthen customer relationships and support continuous process improvement within a dynamic, international environment.
What You’ll Do

• Order entry: Receive and process customer orders, inform customers about product availability and foreseen delivery dates. Offer guidance and support in all relevant ordering channels (Customer Service or e-Ordering).
• Order Management: Follow up on all orders and business inquiries to ensure a customer-centric approach through flawless order processing and reliable order confirmation. Take proactive actions with internal partners as necessary. Report and monitor orders against forecasts and highlight deviations to Demand Planners to improve forecast accuracy and stability.
• Quality Management: Enter and process customer claims in the Quality Management (QM) module. Drive swift and complete resolution of QM notifications and provide timely and transparent feedback to customers. Maintain a good understanding of all relevant Order-to-Cash areas (logistics claims, returns, billing, pricing).
• Delivery Planning: Act as a liaison between the customer and Goodyear logistics execution to ensure orders are shipped per customer requirements. Manage delivery-blocked orders, agree on delivery slots and service levels, and coordinate any additional services.
• Customer Interface Management: Establish and maintain strong business relationships with key accounts, ensuring all Service Level Agreements (SLAs) are met and associated tasks completed accurately and on time.
• Sales Maximization: Take all necessary actions to align and sell the plan. Guide customers through the product portfolio and offer alternatives where available.