Customer Operations Specialist

This role is hybrid remote with 60% weekly in-office presence in Mount Prospect Illinois. (3 days in office per week)

Key Responsibilities:

• Leverage advanced knowledge of SAP CRM and other internal systems to troubleshoot and resolve complex customer account and order issues.
• Act as a primary liaison between Sales Customer Contact Centers and Distribution Centers to ensure accurate execution of customer master data pricing and delivery requirements.
• Manage and resolve issues related to Electronic Data Interchange (EDI) workflows including order transmission errors data mapping discrepancies and transaction failures.
• Own the end-to-end process for complex billing transactions including issuing and coding Credits and Debits in alignment with internal policies.
• Serve as a point of escalation for order discrepancies shipping issues and claim resolutions ensuring timely and professional communication with all stakeholders.
• Manage and monitor multiple internal and external email inboxes prioritizing and responding to requests in accordance with SLAs and departmental standards.
• Drive process enhancements by developing and implementing standardized procedures within the PTNA Customer Contact Center and supporting cross-departmental initiatives.
• Ensure adherence to corporate policies when managing Returns Claims Authorizations (CQS) and Credit processing particularly for NLP POS and discontinued items.
• Support and coordinate with the Bosch Link team to resolve Associate Tool Order issues returns and blocked transactions (AF Block resolution).
• Lead backorder and product substitution processes in collaboration with PTNA Business Units to ensure minimal disruption to customer orders.
• Review analyze and resolve incoming CRM tickets related to customer complaints system issues and service inquiries within designated time frames.
• Conduct root cause analysis on recurring issues and collaborate with Logistics Warehousing (LOG/WH) and Sales to minimize claims and returns.
• Participate in cross-functional project teams and support ongoing departmental initiatives including implementation of tools like IPOS.
• Provide guidance and support to junior team members and assist with onboarding and training as needed.
• Ensure all work is performed in compliance with PTNA policies data integrity standards and regulatory requirements.

Qualifications :

• 3 to 5 years of experience in customer operations order management or sales support in a B2B environment required.
• Expertise in SAP ERP systems CRM tools (e.g. Salesforce) and Microsoft Office Suite.
• Strong analytical problem-solving and decision-making skills.
• Exceptional communication and interpersonal skills to manage cross-functional collaboration.
• Detail-oriented with a proactive approach to process improvement.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Knowledge of return goods authorization (RGA) credit/debit memo processing and distribution/logistics workflows is preferred.

Additional Information :

BOSCH is a proud supporter of STEM (Science Technology Engineering & Mathematics) Initiatives

• FIRST Robotics (For Inspiration and Recognition of Science and Technology)
• AWIM (A World In Motion)

Equal Opportunity Employer including disability/veterans.

Thanks to the work of every associate Bosch has been recognized for award-winning culture by the following organizations:

• Great Place to Work Certified 2024
• Fortunes Worlds Most Admired Companies 2024
• Americas Best Large Employers 2024
• Americas Best Employers for Diversity 2024
• Americas Greatest Workplaces for Women Newsweek2024
• Greatest Workplaces for Diversity Newsweek 2024

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.

The U.S. base salary range for this full-time position is $63000 to $75000. Within the range individual pay is determined based on several factors including but not limited to work experience and job knowledge complexity of the role job location etc. Pay ranges included in the postings generally reflect base salary; certain positions may include bonus commission or additional benefits.

Your well-being matters at Bosch! We offer a competitive compensation and a benefits package designed to empower you in every area of your life. This includes premium health coverage a 401(k) with generous matching resources for financial planning and goal setting ample paid time off parental leave and comprehensive life and disability protection. Were investing in your success! Learn more about our full benefits offerings by visiting:  estimates published on online job boards rather than the Bosch US Careers Page may not be a true representation of the actual pay range offered for this position.