Operations Support Specialist

Operations Support Specialist

Position ID: req44520

Sector: BA North America

Functional Area: Consumer Care/Customer Care

Location: Charlotte Office

Number of Openings: 1

Employment Type: Permanent

POSITION DESCRIPTION:

OperationsSupport Specialist

Help make our customers happy today and theirexperiences better tomorrow.

AtElectrolux, a leading global appliance company, we strive every day to shapeliving for the better for our consumers, our people, and our planet. We shareideas and collaborate so that together, we can develop solutions that deliverenjoyable and sustainable living.

Comejoin us as you are. We believe diverse perspectives make us stronger and moreinnovative. In our global community of people from 100+ countries, we listen toeach other, actively contribute, and grow together.

Join usin our exciting quest to build the future home.

Allabout the role:

The OperationsSupport Specialist role resides within Electrolux's Group Consumer DirectInteraction organization. The CDI organization supports our consumers byjoining them through the entire consumer journey. After consumerspurchase our products the Operations Support Specialist assists ourconsumers by supporting the Electrolux Branded Service team.

Whatyou'll do:As an Operations Support Specialist, you will support the ElectroluxBranded Service operations included in business metrics and support of EBSTechnicians. Within this role, you willwork collaboratively, while promotingteamwork and positive interaction amongst customers, both internal and external, including the Customer Engagement Center, Warranty Audit Team,Electrolux Branded Service Technicians, TPA's, Supervisors and Routing Team.

If youare a multi-tasking problem solver committed to customer service, we welcomeyour application!

This isyour chance to become a crucial part of a revolutionizing new organization inElectrolux and the Home Appliances industry. We offer great potential forpersonal and professional growth, and in exchange we count on your commitment,curiosity, and eagerness to create value by bringing customer service to thenext level.

Indetail, you will:

Ensure beginning to endresolution of all assigned work orders for Electrolux Branded Service in SAPPortal and ServicePower.

Monitor Incomplete, Open andCompleted work orders in SAP Portal to ensure consumer service resolution byElectrolux Branded Service.

Review work orders foraccurate financial and operating information.

Responsible for monitoringinvoice requests, part delays/orders and refunds for TPA, COD and Warrantyconsumers.

Responsible for maintainingcycle time KPI of 24 hours for completed work orders.

Responsible for achievingKPI of 90 work orders completed per day.

Responsible in monitoringand assisting in TPA Error Queues.

Monitoring technicianschedules, adjusting and adding work orders on the Gantt.

Scheduling sooner servicerequests for TPA, COD & Warranty customers.

Maintain and assisttechnicians and Routing team support using available Texting, Teams, Soft Celland Email.

Utilize system and availabletools to schedule parts received by customer to technician schedules.

Utilize system and availabletools to reschedule work orders from routes no less than 1 day prior toscheduled.

Support and communicateTPA's by updating on aging work orders.

Create work orders forTechnicians to provide service for Warranty, TPA & COD customers

Maintain Fleet and GeoTabtracking and reports

Support Team withSpecialized Tools, Equipment, Uniform & Supplies for Technicians.

Maintain EBS Dashboards andTechnician Report distribution.

Qualificationsrequired:

Bachelor'sDegree Preferred

Minimum3-5 years customer service experience

Experiencewith all Microsoft Office tools (Excel, PowerPoint, Word, Teams & Outlook)

Systemsutilized: ServicePower, SAP CRM, SAP Portal, Outlook, and various company websites

Possessstrong problem solving and decision-making skills

Capableof setting priorities, meeting pre-determined deadlines and multi-tasking

Abilityto adapt to and quickly learn new systems and processes

Where you'll be:

This position will be based atour North American headquarters in Charlotte, NC.

Benefits highlights:

Medical benefits start day one

Generous 401K match

Tuition reimbursement opportunities

As partof Electrolux, we will continuously invest in you and your development. Thereare no barriers to where your career could take you.

Find more on:

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

ElectroluxHome Products, Inc. is an Equal Opportunity Employer (EOE). Qualifiedapplicants are considered for employment without regard to age, race, color,religion, sex, national origin, sexual orientation, disability, or veteranstatus. If you need assistance or an accommodation during the applicationprocess because of a disability, it is available upon request. The company ispleased to provide such assistance, and no applicant will be penalized as aresult of such a request.

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COMPANY DESCRIPTION

Electrolux shapes living for the better by reinventing taste, care and wellbeing experiences, making life more enjoyable and sustainable for millions of people. As a leading global appliance company, we place the consumer at the heart of everything we do. Through our brands, including Electrolux, AEG, Anova, Frigidaire, Westinghouse and Zanussi, we sell more than 60 million household and professional products in more than 150 markets every year. In 2017 Electrolux had sales of SEK 122 billion and employed 56,000 people around the world. For more information go to www.electroluxgroup.com.