Bridgestone Americas, Inc.

  • Customer Service Manager

    Employee Type
    Regular Full-Time
    Degree Preferred
    4 Year Degree
    Requisition ID
    2019-166905
    Posted Date
    8/28/2019
    Location
    US-TN-Nashville
    Zip Code
    37201
    Functional Area
    Customer Service
    Category
    Customer Service / Support
  • Overview

    Nashville, Tenn.-based Bridgestone Americas, Inc. is the U.S. subsidiary of Bridgestone Corporation, the world’s largest tire and rubber company. Bridgestone Americas and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand tires to address the needs of a broad range of customers, including consumers, automotive and commercial vehicle original equipment manufacturers, and those in the agricultural, forestry and mining industries. 

    The companies are also engaged in retreading operations throughout the Western Hemisphere and produce air springs, roofing materials, and industrial fibers and textiles. The Bridgestone Americas family of companies also operates the world’s largest chain of automotive tire and service centers. 

     
    Guided by its global corporate social responsibility (CSR), commitment Our Way to Serve, Bridgestone embraces its responsibility as a global leader by striving to improve the way people move, live, work and play.

    Position Summary

    The Firestone Industrial Products (FSIP) customer service manager is responsible for managing a global team of customer service representatives, monitoring performance and providing an industry leading customer experience.  The manager will coordinate multiple teams to drive customer satisfaction across distinct customer sales, standardize processes, aligning service models and developing teammates to foster a positive customer experience.

    Responsibilities

    • Establish and Maintain professional relationships with internal/external business partners.
    • Maximize employee potential and job satisfaction through coaching and development for both existing and future roles.
    • Lead and motivate by example. Embrace change, look for innovation opportunities, and encourage Support Specialists to share their ideas/expertise and participate in problem solving.
    • Provide daily workflow direction to Support Specialists to ensure that customer needs are met in an accurate, timely, and professional manner.
    • Ensure that Support Specialists have a clear understanding of their role/responsibilities and have the tools, training, and regular feedback to succeed.
    • Use a full array of communication skills to develop an understanding of issues/concerns. Able to clearly present information to direct reports, across departments, and to different levels of Management. 
    • Gather and analyze information to make fact based decisions.
    • Use service issues an opportunity to evaluate and improve business processes.
    • Effectively manages workload by focusing on critical tasks and delegating other responsibilities as needed or as appropriate.
    • Addresses issues outside of the day to day job responsibilities in the form of special projects assigned by the Senior Management.
    • Managing conflict resolution escalation process.

    Qualifications

    • Bachelor’s Degree from an accredited university
    • Proficiency in core computer systems (Microsoft- Excel, Outlook, SAP)
    • Strong written, verbal and professional communication skills. Comfortable giving/receiving feedback as well as delivering difficult messages. Ability to articulate complex ideas; filter noise and focus on critical tasks
    • Proven conflict resolution experience with soft skills and business acumen
    • Ability to develop positive working relationships at various organizational levels and influence others to obtain goals
    • Proficient in core leadership skills such as: Coaching and development of team members; Effectively communicate while fostering strong employee engagement; Develop and maintain relationships that builds a foundation of trust and open dialog; Effectively empower people using clearly defined guidelines and appropriate follow-up
    • Strong problem-solving skills. Uses data to analyze trends and develop solutions.
    • Participate in the selection/hiring of Support Specialists. Understands and evaluates candidates based on guidelines defined by HR and Senior Management.

     

    Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

     

    Employment Eligibility

    If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.

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