Tomorrow is our home. At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. As a leading manufacturer of home appliance brands Bosch, Gaggenau, Neff and Siemens, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services. Join us now and give your career a home. You Belong Here.
Introduction
Tomorrow is our home. At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. As a leading manufacturer of home appliance brands Bosch, Gaggenau, Neff and Siemens, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services. Join us now and give your career a home. You Belong Here.
Description
About the role: We have an exciting opportunity for an Order Management Specialist to join our Retail team, supporting the end-to-end order-to-delivery cycle for Bosch retailers across Australia and New Zealand. In this role, you will act as a key operational control point, ensuring retail order execution is accurate, compliant and delivered to a high standard. You will play a critical role in managing order activity, resolving enquiries, coordinating returns and loan orders and maintaining strong relationships with retail partners.
What does this role involve?
Retailer Service & Order Enquiries
Serve as a key point of contact for retail customers across AU & NZ
Manage enquiries via phone, email, and shared mailboxes
Provide timely updates on order status, availability, pricing and product information
Ensure all enquiries are handled in line with internal processes, approvals and escalation pathways




End-to-End Order Management
Process and manage retail orders accurately in SAP and related systems
Handle order entry, amendments, delivery blocks, releases and follow-upsResolve issues relating to stock, pricing, product discrepancies and delivery
Maintain complete and auditable records, including approvals and supporting documentation
Support service continuity through effective coordination and handovers
Returns Management
Administer retail returns in line with company policies and approval requirements
Coordinate with cross-functional teams including Logistics, Sales, Finance and Customer Service
Ensure all returns are supported by appropriate evidence and approvals
Escalate risks, gaps, or recurring issues with clear recommendations
Loan Orders & Inventory Management
Manage loan order processes, including creation, tracking and closure
Maintain visibility and accuracy of loan inventory and records
Monitor and follow up on outstanding or non-compliant loan activity
Escalate risks such as missing, damaged or overdue items
Administration & Systems
Maintain effective use of SAP and order management systems
Adhere to team workflows, service levels and operational practices
Support general administration to ensure seamless order execution
Continuous Improvement & Risk Management
Identify opportunities to improve processes, service levels and efficiency
Escalate system, process, or compliance issues with clear insights
Maintain strong audit trails across all order-related activities
Governance & Compliance
Ensure adherence to BSH policies, internal controls and approval frameworks
Maintain accurate and compliant records to support audits and reporting




Identify and elevate potential risks related to governance, approvals or data integrity
What we offer
Opportunity to work in a dynamic team across Australia and New Zealand.
Hybrid work environment that supports collaboration, idea sharing and cross-functional teamwork
Access to learning and development programs and exposure to brand, product, sales and global stakeholders.
Additional benefits such as flexible working arrangements, staff discounts, subsidised gym membership, subsidised in office canteen, recognition program and career development opportunities
Skills and Experience
Essential
Extensive experience in order management, customer service, sales support or a related operational support function.
Strong understanding of order processing, customer follow-up, service levels and escalation management.
Customer service orientation with a can-do attitude, sound judgement and demonstrated initiative.
Strong administration capability with high attention to detail, accurate record keeping and audit-ready documentation.
Ability to work in a high-paced environment while managing competing priorities, shared queues and time-sensitive escalations.
Highly articulate with strong phone manner, professional written communication and stakeholder follow-up.
Ability to work collaboratively across Sales, Logistics, Finance, Planning, Customer Service, Systems and external service providers.
Ability to follow business processes, compliance requirements, approval rules and escalation pathways.
Desired
SAP and order management system experience.
Experience supporting retail accounts across AU and/or NZ markets.
Experience with retail returns, credit/replacement coordination, loan order administration or inventory tracking.
Understanding of EDI/manual order flows, retailer portals, logistics/3PL coordination and order-to-delivery processes.
Home appliance product knowledge.
Exposure to governance-controlled processes such as FOC, display, loan stock, replacement, return, credit or exception approval workflows.
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📌 An Order Management Specialist (Victoria)
🏢 BSH Home Appliances Australia
📍 Victoria