Customer Logistic Service Advisor – MA

About the role

The Customer Logistic Service Advisor will manage the daily operation of Bosch's digital customer care hub in Shanghai, supporting customers via voice, email, chat and self‑service platforms. The role focuses on delivering high‑quality, customer‑centric support while driving efficiency through process improvements and AI‑enabled tools.

Key responsibilities

• Operate and monitor the digital customer care hub across all communication channels.
• Identify and implement process improvements to increase efficiency and enhance the customer experience.
• Support the rollout of AI tools, automation workflows and digital service capabilities.
• Test, deploy and maintain new SAP C4C (Cloud for Customer) features, including embedded AI, smart recommendations and chatbot upgrades.
• Provide training to internal service teams on AI‑powered functionalities such as intelligent reply suggestions, automated case logging and knowledge‑base recommendations.
• Promote the adoption of self‑service channels to reduce manual workload while ensuring compliance with internal quality and governance standards.

Required profile

• Bachelor’s degree or higher in logistics management or a related field.
• Minimum 3 years of experience configuring and using SAP C4C or similar customer interaction platforms.
• Experience with digital transformation, process optimisation or AI‑supported operations is highly desirable.
• Data‑driven mindset with the ability to interpret operational KPIs and propose improvements.
• Excellent written and verbal communication skills in English.
• Proactive, flexible, results‑oriented team player able to work under pressure.

Required skills

• SAP C4C (Cloud for Customer)