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.
