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 RotoZip®, 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% weekly in-office presence in Mount Prospect, Illinois. (3 days in office per week)

Key Responsibilities:

Leverage advanced knowledge of SAP, CRM and other internal systems to troubleshoot and resolve complex customer account and order issues.Act as a primary liaison between Sales, Customer Contact Centers, and Distribution Centers to ensure accurate execution of customer master data, pricing and delivery requirements.Manage and resolve issues related to Electronic Data Interchange (EDI) workflows, including order transmission errors, data mapping discrepancies and transaction failures.Own the end-to-end process for complex billing transactions including issuing and coding Credits and Debits in alignment with internal policies.Serve as a point of escalation for order discrepancies, shipping issues and claim resolutions, ensuring timely and professional communication with all stakeholders.Manage and monitor multiple internal and external email inboxes, prioritizing and responding to requests in accordance with SLAs and departmental standards.Drive process enhancements by developing and implementing standardized procedures within the PTNA Customer Contact Center and supporting cross-departmental initiatives.Ensure adherence to corporate policies when managing Returns, Claims Authorizations (CQS) and Credit processing, particularly for NLP, POS, and discontinued items.Support and coordinate with the Bosch Link team to resolve Associate Tool Order issues, returns and blocked transactions (AF Block resolution).Lead backorder and product substitution processes in collaboration with PTNA Business Units to ensure minimal disruption to customer orders.Review, analyze, and resolve incoming CRM tickets related to customer complaints, system issues and service inquiries within designated time frames.Conduct root cause analysis on recurring issues and collaborate with Logistics, Warehousing (LOG/WH), and Sales to minimize claims and returns.Participate in cross-functional project teams and support ongoing departmental initiatives including implementation of tools like IPOS.Provide guidance and support to junior team members and assist with onboarding and training as needed.Ensure all work is performed in compliance with PTNA policies, data integrity standards and regulatory requirements.

Qualifications3 to 5 years of experience in customer operations, order management or sales support in a B2B environment required.Expertise in SAP ERP systems, CRM tools (e.g., Salesforce), and Microsoft Office Suite.Strong analytical, problem-solving and decision-making skills.Exceptional communication and interpersonal skills to manage cross-functional collaboration.Detail-oriented with a proactive approach to process improvement.Ability to manage multiple tasks and priorities in a fast-paced environment.Knowledge of return goods authorization (RGA), credit/debit memo processing and distribution/logistics workflows is preferred.

Additional Information

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

FIRST Robotics (For Inspiration and Recognition of Science and Technology)AWIM (A World In Motion)

Equal Opportunity Employer, including disability/veterans.

Thanks to the work of every associate, Bosch has been recognized for award-winning culture by the following organizations:

Great Place to Work™ Certified, 2024Fortune’s World’s Most Admired Companies, 2024America’s Best Large Employers, 2024America’s Best Employers for Diversity, 2024America’s Greatest Workplaces for Women, Newsweek2024Greatest Workplaces for Diversity, Newsweek 2024

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.

 

The U.S. base salary range for this full-time position is $63,000 to $75,000. Within the range, individual pay is determined based on several factors, including, but not limited to, work experience and job knowledge, complexity of the role, job location, etc. Pay ranges included in the postings generally reflect base salary; certain positions may include bonus, commission, or additional benefits.

Your well-being matters at Bosch! We offer a competitive compensation and a benefits package designed to empower you in every area of your life. This includes premium health coverage, a 401(k) with generous matching, resources for financial planning and goal setting, ample paid time off, parental leave, and comprehensive life and disability protection. We're investing in your success! Learn more about our full benefits offerings by visiting: https://www.myboschbenefits.com/public/welcome

Salary estimates published on online job boards, rather than the Bosch US Careers Page, may not be a true representation of the actual pay range offered for this position.