Company DescriptionWith a proud history over 136 years, the Bosch Group employs over 420,000 people in more than 450 locations worldwide, Bosch has been carbon neutral since 2020. As a leading global supplier of technology and services, every day we work on technology that is 'Invented for Life', investing 7.2 billion euro on research and development, Bosch is working on tomorrow's key technologies today. To this day, Bosch remains privately owned, with 94% held by a charitable trust. Bosch truly is, a remarkable company.The Mobility Aftermarket division of Robert Bosch provides one of the most complete product portfolios globally. Our range includes Wipers, Batteries, Spark Plugs, Starter Motors, and Alternators as well as Braking, Fuel Injection, Ignition and Diesel products. The Mobility Aftermarket division also encompasses the Bosch Service Centre network, which offers a complete range of diagnostic and repair services along with a wide range of spare parts.
Job DescriptionWe are currently offering an opportunity for a highly motivated and enthusiastic individual to join us as a
Solutions Partner - Customer Service. This full-time, permanent role is based in Clayton. Attendance in the office is required however flexible working arrangements can be organised in collaboration with the manager. International travel is infrequent but may be required for short periods (i.e., 1-2 weeks)This is a wonderful opportunity to grow and develop within this dynamic global organisation.Position responsibilities will include:
- Driving customer service excellence (Australia & Oceania) through the implementation and refinement of regional standardised processes
- Performing the designated role of Order to Cash (O2C) key user responsible for efficient implementation of projects, process improvements and process advice in the Mobility Aftermarket division
- Driving continuous improvement through data analytics, monitoring KPI's and developing effective measures
- Providing escalation support for the team, resolving issues by closely working with central functions, management and shared service colleagues
- Building sufficient knowledge of customer service, supply chain and procure to Pay (P2P) process to provide operational support to the greater automotive aftermarket team
Specific duties include but are not limited to:
- Responsibility for the deployment of business standards in customer supply chain services, including pre-sales, order management, post-sales inquiries, complaints, and handling of customer returns
- Responsible for the maintenance and accuracy of customer master data
- Responsible for the management of testing and implementation during SAP system projects (from an O2C perspective)
- Conducting regular analysis of customer order patterns, credit holds, customer complaints and customer sales forecast accuracy, identifying opportunities to implement positive change
- Monitoring Key Performance Indicators, developing measures and tracking to ensure a positive impact to customer satisfaction, delivery performance, accounts receivables, compliance, and audit results
- Providing accurate and timely reporting bringing transparency to the business for stakeholders and management
QualificationsWe are looking for a conscientious customer service professional with the ability to work across multiple business units, manage diverse topics and priorities, establish effective relationships, and influence and inspire change across all levels of an organisation.You should be able to demonstrate the following:
Essential:- Proficiency in Microsoft Excel
- Fluent in English
- Strong communication and interpersonal skills, able to interact effectively at all levels
- Passionate about providing an excellent customer experience
- Proactively takes ownership and leads resolution of complex problems
- Analysis of complex issues quickly and accurately
- Ability to identify opportunities and articulate reasons for process improvement
Desirable:- Supply Chain Management & relevant Territory qualification
- SAP (SD module) expertise, Power BI or similar is highly desirable
- Previous experience in a Business Analyst or similar role within a trade sales environment
Additional InformationWe recognise that our employees are our greatest asset. Through the diversity of our business and commitment to personal and career development, we can provide you with new and exciting opportunities so you can achieve your full potential!
We offer our employees:- The ability to work flexibly
- Training and development programs to help you reach your full potential
- 14 weeks paid (or 28 weeks at half-pay) Parental Leave for primary carer (in addition to government paid parental leave)
- Superannuation on unpaid Parental Leave
- The option to purchase additional annual leave
- A wide range of Health and Well-being programs
- Support and counselling services with work or personal matters through our Employee Assistance Program
- Up to 50 weeks Income Protection for permanent employees
- Diverse and exciting career opportunities, both local and international
- Discounts on Bosch products and as well as products from affiliated brands
Your applicationWe are committed to building a sustainable, inclusive, and diverse workforce in all its forms. We value diversity in our organisation and in our recruitment activities and believe that every voice adds value. We actively pursue a recruiting strategy that works towards eliminating unconscious bias. To apply, please submit your cover letter and resume through the online application link.Please note: You need to be an Australian citizen, or hold full Australian work rights, to apply for this role.Bosch does not accept any agency submissions unless approval has been given by a member of the Bosch HR Team. All agency submissions must be submitted directly to Bosch HR. Potential candidates submitted by an agency directly to any Bosch employee or manager without Bosch HR approval will not be considered by Bosch. Bosch will not be liable for a recruitment fee in these circumstances. Any agency terms and conditions must be signed by Bosch HR indicating acceptance.
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