We are currently offering an opportunity for a highly motivated and enthusiastic individual to join us as a Solutions Partner – Customer Service. This full-time, permanent role is based in Clayton. Attendance in the office is required however flexible working arrangements can be organised in collaboration with the manager. International travel is infrequent but may be required for short periods (i.e., 1-2 weeks)
This is a wonderful opportunity to grow and develop within this dynamic global organisation.
Position responsibilities will include:
- Driving customer service excellence (Australia & Oceania) through the implementation and refinement of regional standardised processes
- Performing the designated role of Order to Cash (O2C) key user responsible for efficient implementation of projects, process improvements and process advice in the Mobility Aftermarket division
- Driving continuous improvement through data analytics, monitoring KPI’s and developing effective measures
- Providing escalation support for the team, resolving issues by closely working with central functions, management and shared service colleagues
- Building sufficient knowledge of customer service, supply chain and procure to Pay (P2P) process to provide operational support to the greater automotive aftermarket team
Specific duties include but are not limited to:
- Responsibility for the deployment of business standards in customer supply chain services, including pre-sales, order management, post-sales inquiries, complaints, and handling of customer returns
- Responsible for the maintenance and accuracy of customer master data
- Responsible for the management of testing and implementation during SAP system projects (from an O2C perspective)
- Conducting regular analysis of customer order patterns, credit holds, customer complaints and customer sales forecast accuracy, identifying opportunities to implement positive change
- Monitoring Key Performance Indicators, developing measures and tracking to ensure a positive impact to customer satisfaction, delivery performance, accounts receivables, compliance, and audit results
- Providing accurate and timely reporting bringing transparency to the business for stakeholders and management
