Descrizione dell'offerta
Consumer Care/Customer Care – Permanent Position
At the Electrolux Group, 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. We believe diverse perspectives make us stronger and more innovative. In our global community of people from over 100 countries, we listen to each other, actively contribute and grow together. Join us in our exciting quest to build the future home!
Overview
In this role you will deliver business results (sales growth, service development, and cost control) in the aftermarket channels (independent service providers and spare parts dealers).
Location
Based in Northern Italy. Travel is required to visit clients.
What you’ll do
- Execute the commercial plan (spare parts, consumables & accessories, extended warranty, product replacement), enhancing a truly business partnership with selected independent service providers (ISP) and spare parts dealers, and setting the necessary action plan to close the gap vs target
- Ensure proper business support is delivered by related functions (spare parts delivery, B2B, training program, etc.)
- Define and implement the correct service network set‑up (how many ISPs, how many technicians) to achieve the targeted service KPIs (CSAT, RCT, FVC) and secure the correct maintenance of the ISP information database
- Audit frequently independent service providers (ISP) organization ensuring the right capabilities to reach the targets (human resources, training, IT tool, Electrolux brand identification) and agree the related improvement plan
- In cooperation with Quality & Technical Support, ensure compliance with the technical repair procedure by monitoring the main KPIs (cost per call, product exchanges), ensuring attendance of training sessions and correct claim report compilation
Who you are
- Relevant experience in a similar role, preferably in the same industry
- Degree in Business Administration or Economics is a plus
- Willingness to take on responsibility and ability to drive topics independently
- Ability in negotiation, business mindset and management of cross‑functional initiatives
- Strong analytical and problem‑solving skills
- Very good communication and stakeholder management capabilities
- Fluency in Italian is a must have. Fluent English will be considered a plus
As part of the Electrolux Group, we continuously invest in your development. There are no barriers to where your career could take you.
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