Solutions Partner – Customer Service (Oceania)

As a Solutions Partner Customer Service you will drive customer service excellence across AO by implementing standardized processes leveraging data and championing digital transformation. You will own the end-to-end Order-to-Cash (O2C) process manage escalations and help shape a multi-channel support modelpowered by automation AI and self-service. This is a permanent full-time opportunity based at our Clayton headquarters with some minimal travel required.

Key Responsibilities

• Deploy Business Standards. Ensure consistent application of business standards across Customer Supply Chain Services including pre-sales order management post-sales inquiries complaint resolution and handling customer returns. Provide support to Tier 1 Customer Service for escalated requests for order status price and availability and other inquiries as needed.
• Manage Order-to-Cash (O2C) Process. Managing the complete O2C cycle ensuring compliance with company procedures. Collaborating closely with internal departments to maintain order flow and data accuracy.
• Analyse Customer Data. Perform regular analysis of IAM and OES customer order patterns credit holds complaints and sales forecast accuracy to identify opportunities for positive change.
• Support Testing Activities. Execute test cases during integration testing and UAT cycles from an O2C perspective.
• Monitor KPIs and Drive Performance. Track key performance indicators develop measures and monitor progress to improve customer satisfaction delivery performance accounts receivable compliance and audit results. Analyse business processes and recommend improvements
• Act as Escalation Point. Serve as the link between the MA-AO team and central functions (EA process experts external service providers) providing guidance and managing escalations including MITS requests.
• Lead Improvement Initiatives. Drive strategic process and system enhancements by validating and finalizing project scope coordinating with technical teams for unit testing and implementation and collaborating with stakeholders to translate business requirements into functional specifications in partnership with the Lead Consultant.

          Key initiatives include:

• Automation and Digital Transformation: Shaping next-generation customer support through automation self-service artificial intelligence and multi-channel live agent support.
• Integration Projects: Implement EDI/API connections to streamline data exchange enhance system interoperability and improve operational efficiency.
• Digital and ERP Projects: Leading digital initiatives including S/4HANA migration and ERP system enhancements to optimize end-to-end processes.

Qualifications :

We are looking for an innovative results-driven professional with strong interpersonal skills and the ability to work across all levels. A reliable team player who stays focused under pressure and works independently when needed. Customer-oriented solution-driven and committed to excellence with strong analytical and process consultancy skills to identify and articulate improvement opportunities.

You will also be able to demonstrate the following:

• Previous experience in Order Management Customer Service Logistics or a related role.
• Proficiency in MS Office (Excel Word PowerPoint)
• Proficiency in SAP SD MM module is essential.
• Excellent communication and stakeholder management skills
• Ability to work collaboratively across teams in a fast-paced environment.
• Customer-focused mindset with a proactive and solutions-driven approach.

Nice to Have

• Experience with SAP C4C Power BI and Celonis
• Previous involvement in ERP or digital transformation projects
• Supply chain management background

If youre passionate about elevating customer service driving business transformation and working in a high-impact role apply now to join Boschs Customer Service team in Oceania.

Additional Information :

We 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 application

We 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 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.

Remote Work :

No

Employment Type :

Full-time