Associate Sales Operations

Company Description

GO WITH THE TEAM THAT'S SHAPING TOMORROW WITH NEW IDEAS EVERY DAY.

At the Robert Bosch Tool Corporation, we know that every career matters. Which is why you should conduct yours on a grand scale. Headquartered in the northwest Chicago suburb of Mount Prospect, we are a division of Bosch, a multinational engineering and electronics organization and the largest privately held employer in the world.

Guided by the principles of founder Robert Bosch, we offer a setting where social and environmental responsibility are part of our corporate DNA. Always mindful of our impact on the future, we are committed to sustainability, paying it forward, giving back, and lifelong learning. These are but a few of the reasons why our parent company has more than 400,000 associates and a legacy of success spanning 135+ years.

Play an integral role in a division that drives the success of our large, privately held consumer packaged goods organization. Offering the vast resources to maximize your effectiveness, we provide the support you need to achieve your most important objectives. Featuring such popular brands as Bosch, Dremel, and Roto Zip, we offer opportunities to reinforce our strong reputation for quality, grow new business, and expand upon our existing relationships with some of the most influential distributors in power tools.

This is your chance to Go big. Go bold. And use your skills to drive success on a massive scale, with the Robert Bosch Tool Corporation!

GO BOSCH, AND EXPERIENCE BIG REWARDS.

Job Description

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

Core Responsibilities:

SAP & Systems Expertise

* Serve as the go-to expert for SAP, CRM, and internal systems, troubleshooting complex customer account and order issues.

* Own and maintain the integrity of customer master data in SAP, ensuring accuracy.

* Manage and resolve issues within Electronic Data Interchange (EDI) workflows, including order transmission, data mapping, and transaction failures.

Order & Escalation Management

* Act as the primary point of escalation for order discrepancies, shipping issues, and claim resolutions, ensuring timely and professional communication.

* Oversee the complete end-to-end process for complex billing transactions, including the accurate issuance and coding of CMD.

* Lead backorder and product substitution processes in close collaboration with Business Units to minimize disruption to customer orders.

Cross-Functional Collaboration

* Function as a key liaison between Sales, Customer Contact Centers, and Distribution Centers to ensure precise execution of customer requirements.

* Conduct root cause analysis on recurring issues, partnering with Logistics, Warehousing, and Sales to implement corrective actions and minimize claims.

* Collaborate with the Bosch Link team to resolve Associate Tool Order issues, returns, and blocked transactions.

Process Improvement & Compliance

* Drive process enhancements by developing and implementing standardized procedures within the Customer Contact Center.

* Ensure all processes for Returns, Claims Authorizations (CQS), and Credits adhere to corporate policies. Participate in cross-functional projects and support the implementation of new tools and departmental initiatives.

Communication & Team Support

* Manage and prioritize requests from multiple internal and external email inboxes to meet and exceed service level agreements.

* Provide guidance, support, and training to junior team members to foster a high-performing team environment.

Qualifications

* Education:

High school diploma required. Associate's degree preferred, or 8 years of equivalent professional experience in lieu of a degree

* Experience:

Proven experience in an order management or senior customer service role with a strong focus on SAP (SD module preferred).

* Technical

Skills:

Advanced proficiency in SAP is essential.

Experience with CRM systems and a solid understanding of EDI principles and processes is required.

* Problem-Solving:
Strong analytical and root cause analysis skills with a demonstrated ability to resolve complex issues efficiently.

*…