B2B Senior Support Specialist

The B2B Senior Support Specialist is responsible for the end-to-end process of Electrolux's customer care team. This position will work closely with our offshore team to ensure the B2B processes are followed through in timely manner with a focus on delivering an effortless experience for our consumers. This position will also work closely with our Contract sales teams, Key dealer accounts, Home Depot accounts, and Consumer business accounts to drive the most cost-effective resolution. A key component of this role is to drive adherence and alignment of B2B, OEM and New Business processes through weekly team meetings, creating reports, and analyzing data. This position reports to the Manager, B2B Customer Service Manager and will also identify operational issues and suggest potential improvements to drive effectiveness across customer interactions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
*Knowledge of people leading & oversees the efforts of a team of consumer/specialists plans, directs, supervises, and evaluates their day-to-day operations.
*Devise ways to optimize procedures and keep staff motivated
*Communicate B2B, OEM and New Business Administration and individual goals and objectives
*Partner with offshore Team Leads in supporting the B2B staff
*Performance management support for offshore Team Lead over B2B teams to deliver KPIs
*Conduct quality audits to assess agent knowledge and performance
*Evaluate, identify, and execute opportunities to save cost and drive process improvements that deliver effortless customer service experiences
*Manage quarterly review of B2B processes and standard operating procedures
*Review weekly performance metrics with offshore Team Lead to track performance
*Participate in weekly review of team operational performance with leadership to ensure performance goals are achieved
*Create reports and conduct analysis on data from several sources as needed
*Responsible for monthly operational reporting and dashboards to include employee metrics and performance and team metrics and performance
*Represent B2B in cross-functional projects involving B2B processes
*Create an environment of data driven continuous improvement
*Promote an environment of inclusion and Teamship
*Administer consistent leadership practices and policies
MINIMUM QUALIFICATIONS
*Bachelor's degree strongly preferred
*Minimum of 2 years of people leadership experience with demonstrated strengths of building and leading high-performance teams
*1-2 years in the building industry, logistics, sales, or customer service preferred
*Advanced skills in Excel and PowerPoint
*Experience with all Microsoft Office tools, and ability to quickly learn multiple applications
KNOWLEDGE, SKILLS & ABILITIES REQUIRED
*Strong problem solving, critical thinking and analytical ability
*Excellent communication and coaching skills, both verbal and written, with ability to interact with varying levels in the organization
*Understanding of customer service (contact center, field service and claims management)
*Superior commitment to customer and consumer satisfaction
*Proven ability to work cross-functionally
*Highly organized with strong attention to detail
*Superior follow-up and follow-through skills
*Highly energetic and success-driven leader and team player
*Ability to lead and drive change
*Superior time management skills and ability to prioritize
*Ability to maintain confidentiality regarding proprietary company information
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone. The employee frequently is required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
WORK ENVIRONMENT
This position works in a typical office environment. The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
INTERNAL/EXTERNAL COMMUNICATION
This position requires frequent communication with internal and external customers. This position also requires the employee to communicate with management on a frequent basis.
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 because of such a request.