Customer Service Representative - Portuguese Speaker - Remote Eligible

Customer Service Representative

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.

Why This Role Matters

The Customer Service Representative plays a key role in ensuring a seamless order-to-cash process for Goodyear Dunlop customers. By handling customer orders and requests from start to finish, this role ensures that customer needs are met efficiently and in line with Goodyear's standards. The position also contributes directly to customer satisfaction, sales performance, and the company's overall supply chain effectiveness.

What You'll Do

Order Entry & Processing

• Receive and process customer orders accurately.
• Inform customers about product availability and expected delivery dates.
• Offer guidance and support to customers through all relevant ordering channels (Customer Service or e-Ordering).

Order Management

• Follow up on all orders and business inquiries to ensure a smooth and customer-centric process.
• Provide clear and reliable order confirmations.
• Take proactive actions and collaborate with internal partners to maximize service reliability.
• Apply the "Sell The Plan" approach to align sales with operational goals.

Quality Management

• Enter and process customer claims in the Quality Management (QM) module.
• Drive swift and complete resolution of QM notifications.
• Understand all relevant Order-To-Cash areas, including logistics claims, billing, and pricing.

First Contact Resolution

• Maximize the number of customer requests resolved during the first interaction.
• Log and follow up on remaining requests in accordance with the organization's service standards, processes, and scripts.

Sales and Customer Fulfillment

• Take all necessary actions to sell the plan and maximize sales.
• Engage in cross-selling: guide customers through the Goodyear product portfolio and suggest suitable alternatives where available.

What You'll Bring

Education

• Bachelor's degree

Experience

• Minimum 1 year of experience in a customer-facing environment
• Experience in the automotive, industrial, or international business environment is a strong asset

Knowledge & Skills

System Applications: Proficient in MS Office and SAP (Order Management & Quality Management modules). Teamwork: Collaborative mindset; supports team goals, takes initiative, and provides constructive feedback. Customer Interface Management: Communicates effectively and professionally through multiple channels (calls, email, etc.). Product Knowledge: Demonstrates strong interest or understanding of Goodyear's product range, features, and market positioning.

Languages

Advanced proficiency in Portuguese and English

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.