Customer Service Representative - Bulgarian

Employer: Goodyear Dunlop Tires Operations
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 20.06.2018
    Short company description

    Founded in 1898, The Goodyear Tire & Rubber Company manufactures its products in 48 facilities in 21 countries, and has one of the most recognizable brand names in the world. Its global headquarters is in Akron, Ohio, USA.

    In Romania, Goodyear Dunlop is present since 1999 and it is represented by two different legal entities, Goodyear Dunlop Tires (Sales Office) and Goodyear Dunlop Tires Operations.

    Goodyear Dunlop Tires Operations Romania is the Global Business Services Center of Goodyear Dunlop EMEA. The GBS Center in Bucharest started back in July 2011. The core mission of the Center has always been to provide internal customer satisfaction with the shared responsibility of delivery - Driving performance as ONE TEAM.

    Requirements

    What we’re looking for:

    Excellent command of Romanian, Bulgarian and English (written, spoken; you will interact in these languages daily, will be tested in interview process)
    High School/Baccalaureate diploma (required), Bachelor degree (desired)
    At least 1 year of working in a customer facing environment
    Any experience within automotive/industrial and international environment will be considered as a strong asset
    Experience with main MS Office applications (required) and relevant SAP (desired)
    Ability to work in a team: support team goals, take initiative, seek to give and receive help and feedback
    Ability to communicate effectively with the customer using standard tools and conventions, both in calls with the customer as well as through other media
    Capacity to quickly absorb relevant knowledge on the main features and qualities of Goodyear's tires and other products

    Responsibilities

    What you’ll do:

    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.
    Quality Management: enter and process customer claims in the Quality Management module (QM) and drive swift and complete resolution for the QM notifications. Good understanding of all relevant Order To Cash areas where customer claims can occur including logistics claims, billing & pricing.
    First Contact Resolution: maximize the customer requests answered during the first contact with the CSR in the contact center. The remaining customer requests need to be logged and followed up in accordance with the organization’s service standard processes, scripts, and procedures.
    Maximize sales and customer order fulfillment: take all necessary actions to sell the plan.
    Cross selling: guide the customer through our product portfolio and offer alternatives where available.

    Other info

    What we offer

    Interesting job position in an international environment and insights into many Central European markets
    25 vacation days/year
    Annual bonus scheme