Consumer Customer Support Manager

Bridgestone Americas develops, manufactures, and markets tire products and mobility solutions for customers and industries worldwide. The Consumer Customer Support Manager leads order management and customer support teams, partnering with Sales, Supply Chain, and Distribution to optimize order flow, shipments, customer satisfaction, and operational performance. The role also focuses on team development, KPI-driven improvement, and cross-functional execution.

Responsibilities:

• Lead daily order management, customer support, and shipment execution activities
• Provide visibility into order flow within SAP and remove barriers to ensure timely processing
• Identify opportunities for operational improvements and drive execution
• Partner with team members to resolve backorders and improve order fill rates
• Support new product transitions to ensure minimal disruption to customers
• Improve responsiveness and communication across phone and email channels
• Maximize shipments in alignment with monthly forecasts, annual plans, and growth targets
• Lead cross-functional coordination during peak seasons (e.g., winter tire demand) to balance service levels and transportation costs
• Work closely with Sales, Supply Chain, and Distribution teams to align on priorities
• Engage key customers to review performance metrics and identify improvement opportunities
• Establish and maintain standards, policies, and best practices for consistent execution
• Monitor KPIs and leverage data to drive decision-making and continuous improvement
• Recruit, hire, and develop a high-performing team
• Create and manage individual development plans aligned with business objectives
• Provide ongoing coaching, feedback, and performance management
• Partner with peer managers to promote consistency, share best practices, and support overall team success

Requirements:

• Bachelor's degree or 6+ years of relevant experience
• 3–5 years of leadership or management experience
• 5+ years in a customer-facing role
• Proven ability to develop teams and drive performance
• Proficiency with SAP, Tableau, and Microsoft Office Suite
• Strong communication, problem-solving, and cross-functional leadership skills
• Automotive or tire industry experience preferred