Customer Service Team Lead

2 weeks ago

PH GBS Manila The Goodyear Tire & Rubber Company Full time $90,000 - $120,000 per year
Summary of the Role:
The Customer Service Team Leader manages day-to-day operations of the National Replacement customer service team, ensuring performance targets, service quality, and team capability are met. The role acts as a liaison between CS and other departments, drives continuous improvement initiatives, and supports staff development to foster a customer-centric culture and efficient service delivery.

Roles & Responsibilities:

Operational Oversight & Performance Monitoring

  • Supervise order processing, issue resolution, and daily team activities
  • Track team KPIs, monitor SLA compliance, and implement corrective actions

Team Management & Development

  • Coach, mentor, and train team members
  • Foster a culture of accountability, collaboration, and customer focus

Strategic Coordination & Alignment

  • Collaborate with Sales, Logistics, and Planning to align service execution with business goals
  • Ensure smooth integration of customer service into the wider supply chain processes

Escalation & Feedback Management

  • Handle escalated customer issues and provide resolutions
  • Implement best practices based on customer feedback and service reviews

Requirements:

  • Bachelor's degree in Supply Chain Management, Business, or related discipline.
  • Training or certification in People Leadership, Lean Six Sigma, or Customer Service Management.
  • 6+ years of experience in customer service roles, with at least 3–5 years in a supervisory/team leader role.
  • Experience in coaching, performance management, and escalation handling.
  • Leadership: Strong people management, coaching, and mentoring capabilities. 
  • Analytical Thinking: Ability to assess performance metrics, identify trends, and drive improvements. 
  • Customer Orientation: Commitment to delivering high-quality service and customer satisfaction. 
  • Collaboration: Ability to work across functions (sales, supply chain, logistics) to resolve escalations. 
  • Communication: Excellent verbal and written communication for stakeholder management. 
  • Tools: Proficient in ERP (SAP), Excel, and reporting dashboards. 

#LI-JB1

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. For more information about Goodyear and its products, go to

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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