Operations Support Specialist

Help make our customers happy today and their experiences better tomorrow.

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.

Join us in our exciting quest to build the future home.

All about the role:

The Operations Support Specialist role resides within Electrolux’s Group Consumer Direct Interaction organization. The CDI organization supports our consumers by joining them through the entire consumer journey. After consumers purchase our products the Operations Support Specialist assists our consumers by supporting the Electrolux Branded Service team.

What you’ll do:
As an Operations Support Specialist, you will support the Electrolux Branded Service operations included in business metrics and support of EBS Technicians. Within this role, you will work collaboratively, while promoting teamwork 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 you are a multi-tasking problem solver committed to customer service, we welcome your application!

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

In detail, you will:
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 TPA, COD and Warranty consumers.
Responsible for maintaining cycle time KPI of 24 hours for completed work orders.
Responsible for achieving KPI of 90 work orders completed per day.
Responsible in monitoring and assisting in TPA Error Queues.
Monitoring technician schedules, adjusting and adding work orders on the Gantt.
Scheduling sooner service requests for TPA, 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 TPA’s by updating on aging work orders.
Create work orders for Technicians to provide service for Warranty, TPA & COD customers
Maintain Fleet and GeoTab tracking and reports
Support Team with Specialized Tools, Equipment, Uniform & Supplies for Technicians.
Maintain EBS Dashboards and Technician Report distribution.

Qualifications required:
Bachelor’s Degree Preferred, GED or High School Diploma Required
Minimum 3-5 years customer service experience
Experience with all Microsoft Office tools (Excel, PowerPoint, Word, Teams & Outlook)
Systems utilized: ServicePower, SAP CRM, SAP Portal, Outlook, and various company web sites
Possess strong problem solving and decision-making skills
Capable of setting priorities, meeting pre-determined deadlines and multi-tasking
Ability to adapt to and quickly learn new systems and processes

Where you’ll be:
This position will be based at our North American headquarters in Charlotte, NC.

Find more on:

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

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. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.