The Customer Service Analyst provides frontline support in the end-to-end Order-to-Cash (OTC) cycle by managing customer inquiries, processing orders, resolving delivery-related issues, and ensuring proactive communication on order status.
The role ensures smooth daily operations by connecting external customers with internal teams, delivering accurate and timely service, and supporting issue resolution in line with service standards.
Why this Role Matters:
- Deliver an excellent customer experience throughout the Order-to-Cash journey.
- Keep orders and deliveries moving through accurate processing and proactive issue resolution.
- Connect customers with Sales, Logistics, and Finance to ensure timely, effective solutions.
- Support customer loyalty and business growth through responsive, solutions-focused service.
What You'll Do
- You will receive and process customer orders accurately.
- You will provide updates on product availability, delivery schedules, and shipment status.
- You will guide customers through ordering channels (Customer Service and e-Ordering platforms).
- You will address customer inquiries and requests at the first point of contact.
- You will log, track, and follow up on unresolved issues in accordance with defined service standards.
- You will enter and resolve claims in the Quality Management (QM) module.
- You will understand and assist with basic logistics, billing, and pricing issues.
- You will support sales by offering product alternatives during order-related issues.
- You will execute actions aligned with sales and business growth plans.
What We're Looking For
- You have a bachelor’s degree in Business Administration, Supply Chain, Logistics, or a related field—or equivalent practical experience.
- You have 1–3 years of experience in customer service, order management, or a supply chain/logistics role.
- You have hands-on exposure to ERP systems (e.g., SAP) or CRM/ticketing tools (preferred).
- You demonstrate excellent verbal and written communication skills to interact effectively with customers, suppliers, and internal teams.
- You have a strong customer service mindset and the ability to resolve basic inquiries efficiently.
- You are detail-oriented, ensuring accuracy in processing orders, billing, and delivery updates.
- You can collaborate effectively with logistics, finance, and sales teams.
- You are proficient in MS Office, with basic ERP knowledge being an advantage.
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Goodyear is one of the world's largest tire companies. It employs about 63,000 people and manufactures its products in 48 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.
