Solutions Partner – Customer Service (Oceania) at Bosch Group

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

0.0

Posted On

23 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Order Management, Logistics, Analytical Skills, Process Consultancy, SAP SD, SAP MM, Communication Skills, Stakeholder Management, Team Collaboration, Problem Solving, Automation, Digital Transformation, ERP Projects, Data Analysis, Performance Monitoring

Industry

Software Development

Description

Company Description With a proud history dating back 136 years, the Bosch Group now employs over 400,000 people across 165 countries. As a leading IoT company, Bosch offers innovative solutions for smart homes, smart cities, connected mobility, and connected manufacturing. The Bosch Group’s strategic objective is to facilitate connected living and innovations for a connected life. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is “Invented for life.” To this day, Bosch remains privately owned, with 94% held by a charitable trust. Bosch is a rather special company. The Mobility Aftermarket division (MA) 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 Automotive 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. Bosch is an equal opportunity employer. We value diversity and strive for inclusion in all our teams. Job Description 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 model—powered 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 you’re passionate about elevating customer service, driving business transformation, and working in a high-impact role, apply now to join Bosch’s 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. Legal Entity: Robert Bosch (Australia) Pty. Ltd.

Responsibilities

Drive customer service excellence by implementing standardized processes and managing the end-to-end Order-to-Cash process. Monitor KPIs, manage escalations, and lead improvement initiatives to enhance customer satisfaction and operational efficiency.