Customer Consultant

Company Description

With a proud history dating back 140 years, the Bosch Group now employs over 413,000 people across 60 countries incorporating 150 nationalities. 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. With its more than 470 locations worldwide, the Bosch Group has been carbon neutral overall (scopes 1 & 2 of the Greenhouse Gas Protocol Corporate Accounting and Reporting Standard) since 2020. This is achieved with four levers: improving energy efficiency, generating energy from renewable sources, purchasing green electricity, and offsetting residual CO₂ emissions with carbon credits. Visit sustainability.bosch.com for further information on the Bosch Group’s sustainability strategy.

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

Drive customer excellence through supply chain expertise, problem solving and partnership.

Bosch is looking for an experienced and customer-focused Customer Consultant to join our team at Clayton in this permanent, full-time opportunity. This is an exciting opportunity for someone who enjoys working at the intersection of customer service, supply chain, logistics and commercial operations, partnering with both customers and internal teams to deliver outstanding customer outcomes.

As the key interface between our customers and internal functions including Sales, Sales Marketing, Supply Chain Management and Service Logistics, you will take ownership of the customer journey from order placement through to delivery and beyond.

Your ability to understand complex issues, build trusted relationships and drive solutions will be critical to maintaining high customer satisfaction and service performance.

About the Role

You will manage the end-to-end customer supply chain experience, ensuring orders are fulfilled efficiently, issues are resolved quickly and opportunities for process improvement are identified and implemented.

Key responsibilities include:

• Managing customer order fulfillment including deliveries, claims and returns and achieve defined KPI targets (e.g. Customer Backlog, Healthy Order Book, Customer Service Level, CSL2, CBL2 etc.), avoid penalties and fulfill urgent deliveries (e.g. for Vehicle off road).
• Managing the customer lifecycle from on-boarding through to off-boarding.
• Resolving customer enquiries, claims, returns, delivery issues and order blocks, taking ownership through to resolution.
• Proactively identifying supply constraints and implement mitigation strategies to minimise customer backlogs and urgent delivery requirements.
• Managing escalation to internal functions where needed to get support for problem solving.
• Processing customer claims, credit/debit notes, goodwill returns and other commercial requirements.
• Providing customers and Sales teams with accurate supply information including stock availability, lead times and minimum order quantities.
• Analyzing and optimize supply chain processes (e.g. logistics parameter setting, load optimization, LT, MOQ, stocking policy, ship frequency etc.) based on standardized tools and procedures.
• Applying suitable IT interfaces and applications (within given standards and applications); initiate, support or coordinate the implementation (e.g. DXF, EDI, API, CMP, MARK etc.)
• Identifying and support value-added customer services that improve the customer experience and create additional business value.
• Supporting Sales and Marketing activities through customer insights, supply information and promotional coordination.
• Contributing to continuous improvement initiatives that enhance customer service, efficiency and supply chain performance.
• Supporting Quality Management System requirements and ensure HSE procedures and reporting requirements are followed.

Qualifications

You are a proactive and resilient customer professional who thrives on solving problems and taking ownership. You enjoy working with customers, understanding their challenges and bringing together the right people to deliver effective solutions.

To be successful, you will bring:

• Previous experience in customer service, order management, supply chain, logistics or a related environment.
• Certificate, Diploma or relevant qualification in Business, Supply Chain, Logistics, Customer Service, Commerce or a related discipline. Relevant experience may substitute for formal qualifications.
• Strong customer relationship and stakeholder management skills.
• Demonstrated ability to manage complex issues, prioritise competing demands and drive solutions through to completion.
• Strong analytical and problem-solving capability with a continuous improvement mindset.
• Experience with SAP and Microsoft Office.
• Salesforce Service Cloud experience will be highly regarded.
• Excellent written and verbal communication skills.
• A naturally curious, adaptable and resilient approach.
• The confidence to work across multiple functions and levels of an organisation.
• A genuine passion for delivering exceptional customer experiences.

This role offers the opportunity to develop your expertise across customer experience, supply chain, logistics, digital systems and commercial operations, while working within a highly collaborative international environment.

If you're a customer-focused professional who enjoys solving problems, improving processes and building strong relationships, this is an opportunity to make a real impact at Bosch.

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.