Senior Customer Satisfaction Officer – The Goodyear Tire & Rubber Company

Primary Duties & Responsibilties
Customer contacts
Act as the first customer contact person to handle customer inquiries, such as complaints, claims, pricing, delivery information, stock availability, Credit/Debit Memo, Marketing Program, through telephone/fax, e-mail, walk-in and maintain it in Customer Care Database in Lotus Notes.
Follow up any inquiry coming from Goodyear Indonesia’s website and follow up with relevant parties and manually record on the feedback time to fulfill the requirement.
Administration of customer complaints and claim
Collect, document and consolidate customers’ problems/complaints according to defined procedures/system. Initiate coordination with the relevant personnel such as sales/CTA, field engineer, QT, logistics, warehouse, finance, to solve problems and to ensure the necessary corrective actions taken in accordance with serving standards. Alert supervisor/sales supervisor any unmet customer needs and concerns.
Coordinate with Field Engineer to visit customers’ site to do the inspection – arrange visit
Administration of CM/DM issuance for distributors
Prepare database for every marketing program which related to issuance of CM/DM to each distributors, and monitor the actual time of issuing CM/DM and fax the document to distributors.
Reporting the result of adjustment cycle time for Claim Tire and make the analysis on what are the current issues need to be hghlighted to related party
Goodyear is one of the world’s largest tire companies. It employs about 64,000 people and manufactures its products in 47 facilities in 21 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
Seniority level

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