Job Description As a Solutions Partner – Customer Service , you will drive customer service excellence across AO by implementing standardized processes, leveraging data, and championing digital transformation. You will own the end-to-end Order-to-Cash (O2C) process, manage escalations, and help shape a multi-channel support model—powered by automation, AI, and self-service. This is a permanent, full-time opportunity based at our Clayton headquarters with some minimal travel required. Key Responsibilities Deploy Business Standards . Ensure consistent application of business standards across Customer Supply Chain Services, including pre-sales, order management, post-sales inquiries, complaint resolution, and handling customer returns. Provide support to Tier 1 Customer Service for escalated requests for order status, price and availability and other inquiries as needed. Manage Order-to-Cash (O2C) Process . Managing the complete O2C cycle, ensuring compliance with company procedures. Collaborating closely with internal departments to maintain order flow and data accuracy. Analyse Customer Data . Perform regular analysis of IAM and OES customer order patterns, credit holds, complaints, and sales forecast accuracy to identify opportunities for positive change. Support Testing Activities . Execute test cases during integration testing and UAT cycles from an O2C perspective. Monitor KPIs and Drive Performance . Track key performance indicators, develop measures, and monitor progress to improve customer satisfaction, delivery performance, accounts receivable, compliance, and audit results. Analyse business processes and recommend improvements Act as Escalation Point . Serve as the link between the MA-AO team and central functions (EA process experts, external service providers), providing guidance and managing escalations, including MITS requests. Lead Improvement Initiatives . Drive strategic process and system enhancements by validating and finalizing project scope, coordinating with technical teams for unit testing and implementation, and collaborating with stakeholders to translate business requirements into functional specifications in partnership with the Lead Consultant. Key initiatives include: Automation and Digital Transformation: Shaping next-generation customer support through automation, self-service, artificial intelligence, and multi-channel live agent support. Integration Projects: Implement EDI/API connections to streamline data exchange, enhance system interoperability, and improve operational efficiency. Digital and ERP Projects: Leading digital initiatives, including S/4HANA migration and ERP system enhancements, to optimize end-to-end processes.
