Why this role?

Customer Operations & Fulfilment is accelerating its digital development. This role will help turn standardized business processes into practical automation, digital workflows and AI-enabled solutions. The focus is on simplifying repetitive work, improving execution reliability and enabling Customer Operations teams to spend more time on customer interaction, exceptions and activities that require human judgement.

Position in the Organization

• The Customer Operations Automation Specialist:

• Reports to: Customer Operations & Order Fulfilment Manager

• Key interfaces: Customer Operations & Fulfilment, Supply Chain Excellence, Demand & Supply Planning, Logistics, IT, Business Operations and other relevant stakeholders

• Direct reports: No

Key Responsibilities

• Identify and prioritize repetitive, manual and information-intensive activities that can be simplified, digitized or automated.

• Develop, test and implement workflow automation and AI-enabled solutions, including agentic AI use cases for Customer Operations & Fulfilment.

• Work with the Supply Chain Excellence Specialist to translate standardized future-state processes into scalable digital workflows and automation.

• Build and manage a pipeline of automation and AI use cases, from proof of concept and pilot through implementation, adoption and measurable benefits.

• Work with IT and technology partners to integrate solutions with SAP S/4HANA and other approved systems and data sources, while meeting governance, security and data requirements.

• Develop automation that supports proactive, exception-based customer management, improving visibility of customer commitments, orders at risk and operational priorities.

• Involve operational users in solution development, support adoption and training, and continuously improve implemented solutions based on performance and feedback.

What We Are Looking For

• Bachelor’s or master’s degree in Industrial Engineering, Supply Chain Management, Business Engineering, Operations Management or a related field.

• A recent graduate or early-career professional with a strong interest and demonstrated capability in business process automation, digitalization and AI.

• Practical exposure to AI, agentic AI, workflow automation, low-code/no-code tools, data analytics or related digital technologies through projects, internships or professional experience.

• Strong analytical and process-thinking skills, with the ability to translate operational challenges into practical and scalable solutions.

• Affinity with Customer Service, Order Fulfilment, Logistics and broader Supply Chain processes; SAP or comparable ERP experience is an advantage.

• A pragmatic, hands-on approach with good communication, collaboration and stakeholder-management skills.

• 5C Culture: Commitment, Curiosity, Creativity, Collaboration and Customer Centricity.

Development & Exposure

This role offers hands-on exposure to automation and AI implementation across Customer Operations and the wider Supply Chain. The successful candidate will work cross-functionally with operational teams, Supply Chain Excellence and IT, gaining experience from use-case identification through pilot, implementation, adoption and measurable improvement.