Operator Back Office
POSITION SNAPSHOT
ABOUT US
Bridgestone Americas, Inc. (BSAM), headquartered in Nashville, Tennessee, and Bridgestone Europe, Middle East and Africa (BSEMEA), headquartered in Brussels, Belgium, operate collectively as a “Bridgestone West” strategic region. This region services the strategic business needs of teams across the Americas, Europe, Middle East and Africa. BSAM and BSEMEA are subsidiaries of Bridgestone Corporation, globally headquartered in Japan. Bridgestone and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products and solutions to address the needs of a broad range of customers and industries.
ABOUT THE ROLE
Job Purpose
The role, based in Vimercate (Milano), will have a Italian scope and will report to the Planning and Customer Collaboration Manager.
Purpose: The purpose of this role is to manage all customer requests with a 360° approach. There is no separation between front and back office, as the person will be responsible for customer segmentation (criteria to be defined – possibly by channel, geography, etc.). The person must be prepared to interact with customers and resolve all types of requests, from order entry to complaints, including refusals and returns management. The person will interface in this role with all stakeholders (Customers / LSCM / Sales / Carriers / Platforms / Support Services, etc.)
Permanent tasks:
As a Customer Service Specialist:
- Reply to customer calls and provide high-quality service in terms of greeting, listening, and advising, while reducing wait times to meet service level KPi
- advise customers, demonstrating extensive knowledge of vehicles, automotive equipment, and BS/IPC products
- navigate through various company tools to support commercial activities
- work independently, simplifying the customer's relationship with BS by interacting with SA, the warehouse, and the 3PL
- keep myself informed about commercial and channel dynamics (pricing, promotions, marketing levers) to contribute to the achievement of commercial results with personalized suggestions for customers
- understand customer characteristics (size, BS potential, business model) and adopt specific, personalized strategies
- analyse available data and information to anticipate potential customer issues and BS supply criticalities (production issues, product shortages)
- be familiar with the end-to-end processes related to this role and provide ideas to improve and streamline the working methods by identifying recurring and high-impact issues
- manage priorities, prioritizing customer relations over operational activities (processing returns and orders)
- work reliably and quickly on requests received
- When information is not available, take the initiative to elicit responses and provide customer service
- adapt my communication style to suit the person I am talking to
- manage my emotions even in critical situations and when dealing with customer complaints
- demonstrate a genuine interest in helping the customer solve problems
Profile:
- Excellent telephone skills
- Proficiency in IT tools (Excel, SAP, etc.)
- Italian and English, any other languages are welcome
- Good elocution
- Punctuality and diligence
- Stress resistant
- Solution-oriented (proactive in resolving disputes)
- Ability to manage priorities
- Business acumen and customer relations skills
- Rigorous and tenacious
- Dynamic, available, and responsive
- Good interpersonal skills and adaptability
- Multitasking (answering the phone and managing files)
- Analytical mind
- Open to change
WHAT WE OFFER
At Bridgestone, what really matter is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive payment; we will provide you:
- A supportive and engaging onboarding experience to ensure a smooth transition into our team.
- The opportunity to develop and grow, through training and regular mentorship.
- Corporate Social Responsibility activities.
- A truly global, dynamic and challenging work environment.
- Agility and work/life effectiveness and your long-term well-being.
- A diverse and inclusive team.
We are committed to create an even more inclusive culture that advances equity, embraces individuality, and helps our increasingly diverse teammates, customers, and communities thrive, by providing equal opportunities in employment. This means that all job applicants and members of staff will receive equal treatment and that we will not discriminate on grounds of gender, marital status, race, ethnicity, color, nationality, national origin, disability, sexual orientation, religion or age.
