Operations Support Specialist

Consumer Care/Customer Care

Permanent

Job Description

Join us to create change and have an impact in homes around the world.

At Electrolux, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.

All about the role:

This position is responsible for supporting EBS operations included in business metrics and support of EBS Technicians. The position requires a results-driven, fast paced individual who can drive effortless customer experiences by supporting the EBS Markets & Home Warranty Company (HWC) business partners. Within this role, the individual will work collaboratively with the Customer Engagement Center, Warranty Audit Team, Electrolux Branded Service Technicians, HWC’s, EBS Supervisors and Routing Team.

Where you’ll be:

This position will be based in Charlotte NC, this role is hybrid.

What you’ll do:

• Ensure beginning to end resolution of all assigned work orders for Electrolux Branded Service in SAP Portal and ServicePower.

• Monitor Incomplete, Open and Completed work orders in SAP Portal to ensure consumer service resolution by Electrolux Branded Service.

• Review work orders for accurate financial and operating information.

• Responsible for monitoring invoice requests, part delays/orders and refunds for HWC, COD and Warranty consumers.

• Accountable for maintaining cycle time KPI of 24 hours for completed work orders; achieving KPI of 90 work orders completed per day.

• In charge of monitoring and assisting in HWC Error Queues.

• Monitoring technician schedules, adjusting and adding work orders on the Gantt.

• Scheduling sooner service requests for HWC, COD & Warranty customers.

• Maintain and assist technicians and Routing team support using available Texting, Teams, Soft Cell and Email.

• Utilize system and available tools to schedule parts received by customer to technician schedules.

• Utilize system and available tools to reschedule work orders from routes no less than 1 day prior to scheduled.

• Support and communicate HWC’s by updating on aging work orders.

• Create work orders for Technicians to provide service for Warranty, HWC & COD customers

• Maintain Fleet and GeoTab tracking and reports; EBS Dashboards and Technician Report distribution.

• Promote teamwork and positive interaction amongst customers, both internal and external.

• Perform additional duties as assigned by EBS Operations Supervisor.

 Qualifications:

• High school diploma required. Or GED, plus 1+ years relevant experience

• Minimum 4 years customer service experience

• Experience with all Microsoft Office tools (Excel, PowerPoint, Word, Teams & Outlook)

Benefits highlights:

• Flexible work hours/hybrid work environment

• Discounts on our award-winning Electrolux products and services

• Family-friendly benefits

• Insurance policy plan

• Extensive learning opportunities and flexible career path

Find more on:

Electrolux Group North America: https://www.linkedin.com/company/electrolux/life/northamerica/

 Electrolux Group Careers: https://career.electroluxgroup.com/global/en

 Electrolux Home Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request through [email protected]. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

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