Digital Customer Service Center Specialist in Supply Chain and Logistics Interface - Asst. Manager / Dy Manager

Company Description

In India, Bosch is a leading supplier of technology and services in the areas of Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. Additionally, Bosch has in India the largest development center outside Germany, for end-to-end engineering and technology solutions. The Bosch Group operates in India through twelve companies: Bosch Limited – the flagship company of the Bosch Group in India – Bosch Chassis Systems India Private Limited, Bosch Rexroth (India) Private Limited, Bosch Global Software Technologies, Bosch Automotive Electronics India Private Limited, Bosch Electrical Drives India Private Limited, BSH Home Appliances Private Limited, ETAS Automotive India Private Limited, Robert Bosch Automotive Steering Private Limited, Automobility Services and Solutions Private Limited, Newtech Filter India Private Limited and Mivin Engg.  Technologies Private Limited. In India, Bosch set-up its manufacturing operation in 1951, which has grown over the years to include 16 manufacturing sites, and seven development and application centers. The Bosch Group in India employs over 30,500 associates and generated consolidated sales of about Rs. 26,827 crores (3.1 billion euros) in fiscal year 2021-22 of which Rs. 24,406 crores (2.8 billion euros) are from consolidated sales to third parties. Bosch Limited is the flagship company of the Bosch Group. It earned revenue of over Rs. 11,782 crores (1.39 billion euros) in fiscal year 2021-22.
Additional information can be accessed at www.bosch.in

Job Description

• Digital Customer Service Center Specialist - Supply Chain and Logistics Interface for IAM Channel
• who will contribute to a modern, customer-centric support hub within Bosch Mobility Aftermarket. The role combines hands-on customer support, process execution, and digital enablement to ensure high-quality service across multiple support channels while supporting process optimization and automation initiatives. Work closely with customer support colleagues, process experts, and cross-functional partners in an increasingly AI-driven environment, using digital tools, analytics, and structured problem-solving to improve response quality, efficiency, and customer satisfaction. The role requires a strong customer-first mindset, attention to detail, collaboration skills, and a continuous improvement attitude to help shape future-ready digital customer support operations.

Qualifications

Bachelor's degree in Business Administration /Mechanical Engineering / MBA in Supply Chain Management or Customer Service Management or Operations or Information Systems, or Computer Science, or a related field;

Experience: 5 to 9 Years

Professional experience in customer service, customer operations, digital support, process support, automation support, or a comparable environment.

Experience working with digital tools, case handling, service processes, structured operational workflows, or basic system-supported process execution is an advantage.

Experience in international or regional customer support environments is a plus.

Strong communication and collaboration skills with the ability to work effectively in cross-functional teams.

Reliable, structured, and service-oriented working style with strong attention to detail.

Proactive attitude and willingness to learn, adapt, and contribute to change initiatives in a digital and AI-supported environment.

Strong problem-solving and analytical skills with the ability to identify patterns, issues, and improvement opportunities.

Data-aware mindset and confidence working with service KPIs, reports, dashboards, and structured operational data.

Continuous improvement mindset with a focus on quality, efficiency, standardization, and support for digital optimization initiatives.

Strong customer-centric mindset and commitment to delivering a high-quality service experience.

Ability to manage customer requests professionally, accurately, and with empathy.

Familiarity with CRM systems, case management tools, knowledge bases, Microsoft Office applications, and digital customer support platforms.

Basic understanding of automation workflows and digital process support solutions, including exposure to tools such as Automation Anywhere A360, UiPath, N8N, or similar platforms.

Exposure to dashboards, reporting tools, API-based integrations, low-code/no-code platforms such as Out Systems, and structured workflow tools is a plus.

Basic awareness of Python-based automation, chatbot or Copilot-supported service tools, and AI/LLM-enabled solutions to support continuous digital improvement initiatives.

SAP SD knowledge and familiarity with collaboration and version-control environments such as Git/GitHub would be beneficial.

Excellent written and verbal communication skills in English.

Additional Information

Advanced knowledge of End to End Supply Chain Operations (Order Management, Demand Planning and Warehouse and Transportation management) Advance knowledge of digital tool sets (E.g. Power BI, RPA, Tableau etc.).

Advanced Project Management and analytical skills for decision making and risk management. Competent in communication skills for effective presentation internally and externally and stake holder management. Expertise in navigation of ERP systems (Preferably SAP) and usage of MS Office tools.