Supervisor, Customer Support & Order Management

Commercial OE Customer Support Supervisor

Bridgestone Americas, Inc. (BSAM), headquartered in Nashville, Tennessee, and Bridgestone Europe, Middle East and Africa (BSEMEA), headquartered in Brussels, Belgium, operate collectively as a "Bridgestone West" strategic region. This region services the strategic business needs of teams across the Americas, Europe, Middle East and Africa. BSAM and BSEMEA are subsidiaries of Bridgestone Corporation, globally headquartered in Japan. Bridgestone and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products and solutions to address the needs of a broad range of customers and industries.

The Commercial OE Customer Support Supervisor is responsible for managing a team of Commercial Original Equipment Customer Support Representatives in daily order fulfillment activities. This role is a resource for providing guidance and training to the team for product, customer, and process knowledge, while working closely with key customer contacts, Bridgestone sales, supply chain teams, and the Distribution Center team to optimize shipments in line with forecasts and budgets. Ensures timely release of orders and fulfillment of pre-established standards and policies to achieve customer satisfaction. Monitors and resolves order issues and processing errors. May also develop support delivery strategy and related processes, escalation procedures, and training. Emphasis is placed on customer satisfaction, order issue resolution, ease of doing business, and the functional and technical development of direct reports to contribute to Bridgestone's success.

Responsibilities:

• Leadership and Direction: Guide the team in Order Management, Customer Satisfaction, and Shipments.
• Order Management: Provide visibility and support to remove barriers in the order flow through SAP, ensuring timely completion and ongoing improvements.
• Customer Satisfaction: Work proactively with direct reports to resolve and fill customer backorders, manage new item transitions, improve order fill rates, and enhance phone/email response times.
• Shipments: Focus on maximizing shipments in alignment with Bridgestone's monthly forecast, annual plan, and year-over-year improvements.
• Customer Engagement: Regularly engage with key customers to share performance scorecards and align on strategies for improvement.
• Development Plans: Monitor annual objectives and Individual Development Plans (IDP) for direct reports, which are reviewed quarterly and aligned with Bridgestone's business goals.
• Team Development: Recruit, hire, mentor, and develop customer support teammates.

Minimum Qualifications:

• Bachelor's degree or equivalent work experience; OR 3+ years of relevant experience

Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.