Customer Fulfillment Analyst - Services

Michelin • Greenville, SC

2d • Onsite

About The Position

Michelin is hiring a Customer Fulfillment Analyst to join their Services Support team. This role serves as the primary point of contact for customers, service providers, and internal partners, aiming to ensure a smooth experience within Michelin's service operations. The position involves a combination of customer support, operational problem-solving, billing assistance, and service coordination to help customers maximize the value of Michelin's service solutions. Success requires strong communication, critical thinking, and a dedication to providing excellent customer experiences. The Services Support team is crucial for ensuring customers receive timely and effective support throughout their service journey. The Customer Fulfillment Analyst will assist customers and service providers in resolving operational challenges, navigating service processes, managing billing inquiries, and coordinating solutions across various business functions. This role requires close collaboration with customers, field technicians, dealers, service providers, and Michelin teams to deliver a consistent, high-quality experience that enhances customer loyalty and drives operational excellence. The position is located at the company's headquarters in Greenville, SC.

Requirements

• Associate's or Bachelor's degree, or equivalent combination of education and relevant experience.
• Experience in customer service, help desk support, service operations, customer success, logistics, or related business functions.
• Strong communication skills that foster positive relationships across diverse customer and partner groups.
• Natural curiosity and problem-solving ability with a focus on delivering effective solutions.
• Ability to manage multiple priorities while maintaining attention to detail and service quality.
• Experience investigating customer issues, determining primary reasons, and driving resolution.
• Comfort working with business systems, customer relationship management platforms, and operational applications.
• Analytical approach with the ability to interpret information, recognize patterns, and make sound decisions.
• Commitment to teamwork, accountability, and delivering an outstanding customer experience.

Nice To Haves

• Experience with Salesforce, SAP, service management platforms, or digital support tools is preferred.

Responsibilities

• Serve as a trusted first point of contact for customer and service provider inquiries through phone, email, chat, and other support channels.
• Investigate and resolve service-related issues while providing timely updates and clear communication to all interested parties.
• Diagnose and triage operational and technical concerns, ensuring requests are routed efficiently to the appropriate teams when needed.
• Support customers with questions related to Michelin services, digital tools, monitoring solutions, operational procedures, and service programs.
• Maintain accurate customer records and ensure critical account information remains current.
• Partner with service providers and internal teams to coordinate issue resolution and improve the overall customer experience.
• Assist with billing inquiries, payment research, invoice discrepancies, account reconciliation, and customer account updates.
• Monitor service performance and customer activity, proactively identifying risks, trends, or opportunities for improvement.
• Analyze customer concerns, identify root causes, and recommend corrective actions that improve operational effectiveness.
• Support onboarding, training, and education efforts that help customers and service providers successfully use Michelin solutions.
• Contribute to continuous improvement initiatives that enhance processes, service quality, and customer satisfaction.

Benefits

• Personalized development plans
• Mentorship
• Cross-functional opportunities
• Unique career paths and opportunities for advancement
• Diverse, supportive environment
• Connected Communities
• Work on projects that matter—from sustainable materials to digital transformation
• Sustainable business practices
• Equal employment opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree