Customer Service Representative Key Account with German

TL;DR

Customer Service Representative Key Account with German (Order-to-Cash): Manage key account orders end-to-end as a single point of contact, coordinating with Key Account Managers, Demand Planners, and supply chain teams with an accent on order processing, claim resolution, and delivery planning. Focus on maintaining SLA-driven customer interface management and improving forecast accuracy and sales stability through proactive deviations handling.

Company

Goodyear produces, innovates, and services tires for global mobility.

What you will do

• Receive and process customer orders, confirm availability and foreseen delivery dates, and support ordering via customer service or e-ordering channels.
• Manage order follow-ups and business inquiries, monitor orders vs. forecasts, and escalate deviations to Demand Planners to improve forecast accuracy and stability.
• Enter and process customer claims in the Quality Management (QM) module, drive timely resolution of QM notifications, and provide transparent customer feedback.
• Coordinate delivery planning with logistics execution, manage delivery-blocked orders, agree on delivery slots and service levels, and arrange additional services.
• Maintain key account relationships and ensure Service Level Agreements (SLAs) are met with accurate and on-time completion of associated tasks.
• Support sales maximization by aligning and selling the plan and guiding customers through the product portfolio with suitable alternatives.

Requirements

• Languages: Advanced German and English.
• Bachelor’s degree.
• Minimum 3 years of experience in a customer-facing role, preferably in automotive or industrial environments.
• Strong MS Office skills and working knowledge of relevant SAP transactions (Order Management & Quality Management) plus operational reporting in EDW in OTC.
• Ability to communicate effectively with customers via calls and written channels and collaborate efficiently with internal stakeholders, including in an international environment.
• Understanding of end-to-end supply chain activities (plan, produce, deliver, bill) and ability to work with customers to execute them.

Culture & Benefits

• Hybrid work model.
• Performance measured via Delivery Performance, CTS, Customer Satisfaction, Claim Resolution, and KPI contribution to Forecast Accuracy, Bias, and Sales Stability.
• International environment with multiple stakeholders.
• Equal employment opportunity employer.