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Job Purpose:
•Handle customer orders and order to cash related customer requests. 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 Dunlop processes and guidelines. For some particular key accounts, a specific procedure may apply.
•Work closely with the Key Account Manager and Demand Planners act as a Single Point Of Contact (SPOC) to the ensure that the assigned key account requirements are being met. Work closely with all other Supply Chain departments to cover special requests in compliance with Goodyear standard work procedures.
•Maximize customer satisfaction by driving the company and supply chain strategy in all dealings with Goodyear customers. This performance is measured through Delivery Performance / CTS / Customer Satisfaction / Claim Resolution / contribution to FC Accuracy-Bias-Sales Stability KPIs.
•Contribute and support the company and one team philosophy by continuously developing communication skills, proactive mindset and business expertise to ensure the best possible results for the customer and the company. Identify and suggest opportunities to improve the quality of our service to customers.
Main Responsibilities:
•Order entry: receive and process customer orders, inform the customer on the availability of products and the foreseen delivery dates of his orders. Offer guidance and support to the customer in all relevant ordering channels (through Customer Service or e-Ordering)
•Order Management: Follow-up of all orders and business inquiries. Use the order management processes to drive a continued customer centric approach through flawless order processing, providing clear and reliable order confirmation. Maximize the reliability of our order promises and services by taking necessary actions as described in work instructions and by taking proactively contact with all necessary internal partners. Report & monitor orders against forecasts & highlight any forecast deviations to demand planners to improve forecast accuracy & forecast bias & sales stability.
•Quality Management: enter and process customer claims in the Quality Management module (QM). Drive swift and complete resolution fo the QM notifications and timely and transparent feedback to the customers. Good understanding of all relevant Order To Cash areas where customer claims can occur including logistics claims, returns, billing & pricing.
•Delivery planning: act as a liaison between the customer and Goodyear logistics execution to ensure orders are being shipped as per customer requirements. This includes managing delivery blocked orders with the customers, agreeing on delivery slots and required service levels and potential additional services.
•Customer Interface Management: establish a strong business relationship with key accounts and ensure all Service Level Agreements between GYDU & customer are adhered to & that all tasks associated with this are completed in a correct & timely manner.
•Maximize sales and customer order fulfillment: take all necessary actions to align & sell the plan. Guide the customer through our product portfolio and offer alternatives where available.
Goodyear is one of the worlds largest tire companies. It employs about 71,000 people and manufactures its products in 55 facilities in 22 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.