Operation Specialist
Consumer & Customer Care
Full Time
Sweden
2018-01-01

Shape the future by both reaching great business results and satisfied customers on our aftermarket.

Who we are
Starting a century ago with a single vacuum sale, we have grown to be a global leader in home and professional appliances with one mission in mind: to reinvent taste, care and wellbeing experiences for more enjoyable and sustainable living.

By creating desirable solutions and great experiences that enrich peoples’ daily lives and the health of our planet, we want to be a driving force in defining enjoyable and sustainable living. This is us - at Electrolux we shape living for the better."

Intro to the Job

We are looking for You who will be our human compass to navigate and balance between business targets as well as satisfy Best In Class (BIC) statement from our customers. You analyse, monitor IT based tools, process and act hands-on pushing ongoing activities in continuously improving tools, processes and ways of communicate inside the company and the service stations, related to all stakeholders.

A typical day at work
• Support our technical & operation support functions and service stations around Sweden
• Drive the continuous improvement of consumer care processes and service delivery short and long-term
• Development and support liability damages in form of skills and consumers driven analysis  
• Track and improve key performance indicators related to service delivery, customer satisfaction, costs and profit margins in direct service network and indirect service providers
• Give and impact support to the service stations with updated figures and support related to economical as well as NPS results based on agreed upon KPIs.
• Be the bridge between the companies  facts and figures and the service stations

Who you are
• Ambitious and driving to find solutions independently as well as together with others 
• Open to find out what both the business and the end customer’s needs by taking contact with stakeholders inside and outside your network.
• Able to analyse both figures in the business systems as well as customer performance feedback to present relevant data for improvement decisions up to management level.   
• and find facts necessary to act with smartness to find innovative solutions
• Curious with a hunger to learn more 

Education & Experience
• University/College Degree(or similar)
• Aftermarket and warranty processes
• IT- systems: 
- Extracting data from business systems to Excel or similar
- Monitoring and creating reports in Excel or equal 
- Office 365, calendar, mail, report and presentation management
• Customer Relationship skills 
• Change Management based on analysing process and figures
• Legal knowledge
• Fluent (oral and written) in English and Swedish
• Be based in Stockholm (HQ), able to travel around 15-25 days per year. 

Dedicated Recruiter: Roland Hägg