Understand drivers of customer satisfaction & the impact of processes and people interaction. Establish & maintain a service quality network with all the channels & segment managers for training, disseminating information, obtaining feedback & reporting on performance measures & trends.
Support management with information to identify, assess & resolve complex process issues & optimize processes.
Be responsible for keeping the process & operational manuals up to date.
What You’ll Do
Participate in cross-process issues resolutions & development.
Daily analysis of the KPIs & implement an efficient information flow between SC, Sales, Marketing, local & regional.
Ensures the accuracy & timeliness of the data collection databases & reporting processes to managers, providing systematic method for addressing deficiencies as they are identified.
What We’re Looking For
At least 2 years of proven previous experience in Customer service (B2B environment) or working in process analysis & design.
Bachelor's degree completed (Engineering, Economy or related fields)
Experience in marketing, BI and/or sales areas.
Desired Skills
Good numerical & strong analytical skills.
Excellent knowledge of Excel, SAP, Tableau and/or Power BI.
Clear communication in English & Spanish, both written & verbal.
Ability to work in a fast paced, high pressure work environment.
Nice to have
Knowledge of SAP Total Quality Management, Lean, Six Sigma & other continuous improvement & quality methodologies preferred.
Additional Details
Relocation Available: No
Goodyear is one of the world's largest tire companies. It employs about 68,000 people and manufactures its products in 51 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.
Goodyear.com
Goodyear is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.
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