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.