Customer Service Representative Key Account with German

About Goodyear

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

As a Customer Service Representative Key Account, you will manage customer orders end-to-end processes in line with Goodyear Dunlop standards.

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.

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

• Bachelor's degree.
• Languages: 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.

#LI-AA1.

#LI-hybrid.

Goodyear is one of the world's largest tire companies. It employs about 63,000 people and manufactures its products in 49 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. For more information about Goodyear and its products, go to www.goodyear.com/corporate

Goodyear is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.