Customer Service Executive

Summary of the Role

The Customer Service Executive serves as the Single Point of Contact (SPOC) for strategic and key customers across the region, managing the end-to-end order-to-delivery experience. The role builds strong customer relationships by coordinating closely with internal teams, managing account-specific requirements, ensuring compliance with service and contractual agreements, and driving high levels of customer service.

Why This Role Matters

• You will be a trusted point of contact for key customers, helping build strong and lasting business relationships.
•  You will play a critical role in ensuring seamless order-to-delivery execution and a consistently high level of customer service.
• You will connect customers with Sales, Supply Chain, Logistics, and other internal teams to keep priorities aligned and issues resolved.
• You will help improve customer satisfaction and operational performance by identifying service gaps and driving continuous improvement.

What You Will Do

• You will manage key account orders and delivery planning with accuracy, timeliness, and alignment to customer requirements.
• You will ensure adherence to customer-specific procedures, contractual commitments, and service agreements.
• You will collaborate with Key Account Managers and Demand Planners to align customer orders with forecasts and business requirements.
• You will monitor orders against forecasts, identify deviations, and proactively escalate potential service issues.
• You will manage logistics, billing, returns, and customer claims while providing timely and transparent updates through resolution.
• You will track key service KPIs, including Delivery Performance, Case-to-Settlement, and Claim Resolution.
• You will identify and recommend opportunities to strengthen service levels, operational efficiency, and compliance.

What We Are Looking For

• You have a Bachelor’s degree in Business, Supply Chain, or a related discipline, with 2–5 years of relevant experience in account management, customer service, logistics, or a related field.
• You have experience managing key customers, service agreements, and customer escalations, with a strong customer-focused mindset.
• You demonstrate strong relationship-building and negotiation skills, including supporting discussions on contract terms, pricing, and service agreements.
• You bring strong analytical and problem-solving skills to monitor account performance, identify deviations, and support data-driven decisions.
• You collaborate effectively across Sales, Supply Chain, Logistics, and other cross-functional teams and are proficient in SAP/ERP systems, Microsoft Excel, and PowerPoint.
• You have knowledge of Incoterms, trade compliance, and export requirements; relevant certifications such as APICS or CSCMP are an added 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.