Team Lead, Warranty Replacements

Electrolux Home Products, Inc. Charlotte , NC 28201

Posted 5 months ago

Team Lead, Warranty Replacements

Position ID: req17747

Sector: BA North America

Functional Area: Consumer Care/Customer Care

Location: Charlotte Office, 10200 David Taylor Dr, Charlotte, NC 28262-2373 USA

Number of Openings: 1

Employment Type: Permanent

POSITION DESCRIPTION:

SUMMARY:

The Team Lead of Warranty Administration is responsible for providing day to day support for employees on the Warranty Administration Team Service Level Escalation, Jeopardy, VIP, etc. This position will serve as the subject matter expert for our service escalations and processes in order to provide functional support to the Warranty Administration Team. This position requires a highly energetic, team player with proven ability to multi-task and deliver results.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Maintain key performance indicators for Warranty Administration Team

  • Lead team through root cause analysis for missed KPI metrics and develop action plans for improving KPI performance

  • Responsible for resolving service escalations from key customers, business partners, consumers, staff and Warranty and

  • Service Administration Leadership

  • Subject Matter Expert of service related processes and guidelines

  • Develop monthly knowledge tests for Warranty Administration - Service team members

  • Provide day to day support for the Warranty Administration Teams to provide first level escalation, ensure task completion and educate team members on best practices

  • Develop and implement process improvements to support effortless experience to our consumers

  • Responsible for developing and updating standard work for key processes

  • Generate and distribute daily workflow for teams including prioritization of workflow and reallocating resources within team in conjunction with supervisor to ensure daily tasks are evenly distributed

  • Provide input for monthly team member scorecards

  • Participate in monthly reviews with leadership KPI reviews

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

  • Promote an environment of inclusion and Teamship

  • Deliver Warranty Administration cycle time and targets

  • Conducts team member side by sides and quality audits to ensure efficiency and quality of work

  • Provide coaching and feedback to team members

  • Serves as first line of support and escalation resolution for team members

  • Collaborate across the organization to drive process improvements

POSITION REQUIREMENTS:

MINIMUM QUALIFICATIONS:

  • Bachelor's Degree, preferred

  • Minimum 4 years of relevant work experience including background in customer service or claims management

  • 1+ years of people leadership experience, preferred

  • Experience with all Microsoft Office tools including intermediate Excel skills

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

  • Strong problem solving and critical thinking skills

  • Ability to take ownership of escalated internal and external customer issues to provide immediate resolution

  • Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)

  • Excellent interpersonal and communication skills

  • Well-organized, self-starter with a high level of attention to detail

  • Must maintain a high level of knowledge in Electrolux products, processes and systems

  • Commitment to customer satisfaction

  • Ability to adapt to and quickly learn new systems and processes

  • Maintains an open mind and has a strong comfort level with change

COMPANY DESCRIPTION

Electrolux is a global leader in home appliances and appliances for professional use, based on deep consumer insight. We offer thoughtfully designed, innovative and sustainable solutions, developed in close collaboration with professional users. The products include refrigerators, ovens, cookers, hobs, dishwashers, washing machines, vacuum cleaners, air conditioners and small domestic appliances.

Under esteemed brands including Electrolux, AEG, Zanussi, Frigidaire and Electrolux Grand Cuisine, the Group sells more than 60 million products to customers in more than 150 markets every year. In 2015 Electrolux had sales of $14.7 billion ($5.1 billion in North America) and 58,000 employees.

Electrolux has been doing business since 1919. The headquarters are located in Stockholm, Sweden, and the Electrolux share ELUXb is listed on Nasdaq OMX Stockholm.


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Team Lead, Warranty Replacements

Electrolux Home Products, Inc.