Customer Service Representative Key Account With German

Customer Service Representative – Key Account

Goodyear is one of the world's largest tire companies. It employs thousands of people and manufactures its products in multiple facilities worldwide. The company develops, manufactures, markets, and distributes tires for most applications and operates innovation centers to develop state-of-the-art products and services that set the technology and performance standard for the industry.

Why This Role Matters

As a Customer Service Representative Key Account, you will handle customer orders and order-to-cash related customer requests. You will deliver customer value by end-to-end follow-up and satisfy customer requirements in the area of order handling and delivery planning in alignment with Goodyear processes and guidelines.

You will act as a Single Point Of Contact (SPOC) for assigned key accounts, ensuring that their requirements are met by working closely with Key Account Managers, Demand Planners, and other Supply Chain departments.

Your performance will be measured through Delivery Performance, CTS, Customer Satisfaction, Claim Resolution, and contribution to Forecast Accuracy, Bias, and Sales Stability KPIs.

This role contributes to the company's One Team philosophy, continuously developing communication skills, a proactive mindset, and business expertise to ensure the best possible results for both the customer and the company.

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.

What You'll Bring

Education:

• Bachelor's degree

Experience:

• Minimum 3 years of experience working in a customer-facing environment
• Proven proactivity and ability to work within an international environment with various stakeholders, often remotely
• Experience within the automotive or industrial environment will be considered a strong asset

Knowledge & Skills:

• System Applications: Strong user level in MS Office applications, relevant SAP transactions (Order Management & Quality Management), and key operational reports in EDW in OTC
• Teamwork: Support team goals, take initiative, seek and provide help and feedback
• Customer Interface Management: Ability to establish strong relationships and collaborate efficiently with customers through effective communication, both via calls and written channels
• Product Knowledge: Demonstrate affinity with or established knowledge of Goodyear's main product features and brand positioning
• Supply Chain Understanding: Broader understanding of Goodyear's end-to-end supply chain strategy and ability to collaborate with customers to plan, produce, deliver, and bill efficiently
• Languages: Advanced level of German and English

We welcome non-traditional career paths, diverse perspectives, and transferable skills. If you don't meet every requirement listed but believe you would excel in this role, we encourage you to apply.