Bridgestone Corporation Hiring for Customer Service Representative at Dubai Full Time

Our Company:

Tokyo-based Bridgestone Corporation is the world’s largest manufacturer of tires and other rubber products. We employ over 140,000 people around the world, operate 3 technical centers and 178 manufacturing plants and sell products in more than 150 countries. “Serving Society with Superior Quality” has been our mission since Shojiro Ishibashi founded Bridgestone in 1931 and we look for individuals who share our passion to fulfill this mission.

Bridgestone Middle East & Africa (BSMEA) operates from locations in the UAE, Saudi Arabia, Jordan, Egypt, Morocco, and Ivory Coast. From these locations, BSMEA covers 68 markets through 80 partners.

Role Summary

The Customer Services Representative is a mid-level role, working in the customer service team. This is a regional role, based in Dubai and reporting directly to the Customer Services Manager.

The Customer Services Representative is the key account manager in charge of managing orders, monitoring execution and treating customer’s requests to meet service commitment and improve customer satisfaction, in line with the Bridgestone Group core values. The scope of the role is The role of the individual is to partner with all concerned stakeholders to ensure a seamless order-to-cash cycle for a specific region to maximize sales and order fulfillment. You are required to build and manage business relationships by owning the needs of the customers and suppliers by providing prompt and accurate service, share recurring problems with the relevant stakeholders in order to find solutions and contributing to continuous improvement to enhance work methods and customer satisfaction.

Main responsibilities

• Order to delivery
  • Responsible for liaising with relevant partners to ensure on-time deliveries and service commitment.
  • Provide best in class service in line with Bridgestone’s brand promise
• Maximize sales / shipments
  • Responsible for managing customer order book, ensuring timely delivery and settlement of payments.
  • Monitor and review movements of shipments to ensure availability.
  • Estimate loading dates and transit times and communicate effectively with internal and external stakeholders.
  • Follow up on payments and provide PFI for LC markets.
  • Responsible for ensuring all documentation related to shipping / customs clearance are completed accurately and in line with regulations.
• Claims management
  • Responsible for the capture and analysis of customer requests and claims, and issue resolution.
  • Main point of contact for the customer, ensuring timely follow up and conclusion of issues.
  • Perform basic root cause analysis and implement corrective actions to eliminate reoccurrences.
• Cross functional collaboration
  • Develop and manage excellent working relationships with key stakeholders; for example, sales, technical and pricing team and manufacturing plants.
  • Proactively alert customer in case of any event, delay or failure regarding the service commitment and engage in the search with key stakeholders.
  • Work closely with the credit team to monitor and control credit limits and ensure they are consistent with financial capacities of each customer.
• Policy & Process Development
  • Responsible for developing & implementing our MEA order management policy.
  • Consider improvements and modifications around data analysis and lead the implementation of improvements.
  • Process improvement: How we work, system management. Remove waste and improve efficiency.
• Customer Satisfaction
  • Continuous product knowledge updates to ensure the latest product development.

Requirements for the role (this is what we need a candidate to have/be to be successful)

• Candidates will be required to demonstrate and role model the following Bridgestone Values:
  • Agility – to work in a matrix, complex and fast paced environment.
  • Courage – to share ideas, challenge the status quo.
  • Ownership – to see the bigger picture and take ownership by thinking and acting beyond the role (self-starter).
• Bachelors’ degree in a relevant field
• 5 years’ of relevant experience.
• Experience of fast paced, matrix & multinational environment.
• Strategic problem solver.
• Good conflict resolution skills.
• Effective team player.
• Results Orientated.
• Excellent written and verbal English & French essential, and Arabic a benefit.
• Excellent knowledge of MS suite and ERP systems.

Further information about Bridgestone

Bridgestone EMEA operates in more than 60 countries and employs over 16,000 employees in its offices and plants:

• 9 Sales Regions with offices in Birmingham, Warsaw, Paris, Madrid, Milan, Bad Hamburg, Moscow, Johannesburg, and Dubai
• 14 plants in France (Bethune), Belgium (Lanklaar and Liege), Italy (Bari), Poland (Stargard and Poznan), Hungary (Tatabanya), Spain (Bilbao, Puente San Miguel and Burgos), South Africa (Port Elizabeth and Brits), Russia (Ulyanovsk) and a joint venture in Turkey (Izmit)
• A raw materials plant in Spain (Usansolo)
• A leading R&D facility in Italy
• State of the art proving grounds in Italy and Sweden
• The EMEA headquarters in Zaventem, Belgium.

Sales & Products

• With its leading materials technology, the company focuses on high-performance tyres:
  A major supplier of original equipment to car manufacturers (including VW/Audi group, BMW, Mercedes, General Motors, Toyota, Nissan- Renault, etc.)
• A pioneer in Run-Flat Technology tyres and major supplier to car manufacturers
• A leading manufacturer in the agricultural market
• A leading manufacturer in the motorcycle market
• A leading brand in the truck & bus replacement market and a leading supplier to vehicle

manufacturers (Mercedes, Renault, Volvo, Scania, MAN, DAF, Iveco, etc.)

Our tyres are sold under the Bridgestone, Firestone, Dayton and other brand names for:

• Passenger cars, 4×4 vehicles
• Trucks and buses
• All types of commercial, construction and off-the-road vehicles
• Tractors and agricultural machinery
• Motorcycles and scooters
• Motor sport
• Aircraft

Bridgestone Behaviors

Qualified candidates for this important position will therefore need to demonstrate the following:

• Agility – to work in a matrix and complex environment where change happens at a rapid pace
• Cou