Warranty Administration Coordinator-Electrolux Branded Service Router
Consumer & Customer Care
Full Time
Charlotte, Nc
2018-06-27

This position supports daily operations by scheduling and dispatching EBS technicians, monitoring work progress, and handling customer/consumer requests. Other duties Include relaying work order and messages, communicating with technicians, addressing consumer questions, and maintaining records of service requests. The ideal candidate should be able to work under pressure, have a thorough knowledge of company operations, pay attention to details, solve problems, and work in a team environment.    This position may require weekend work.  This person must be comfortable providing upward feedback to ensure we are providing effortless experiences to our customers and consumers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Develop service routes and maintain contact with technicians throughout the day
  • Collaborate with management to modify daily routes to accommodate the needs of consumers
  • Ensure service capacity meets or exceeds demand
  • Forecast service call volume and adjust schedules accordingly.
  • Act as a communication liaison through and answer incoming phone calls from technicians on the road
  • Cultivate strong relationships with technicians and consumers to reduce impact of schedule changes
  • Monitor any sudden route changes or road construction issues and work with technicians to establish new routes for timely service
  • Adhere to key performance indicators including but not limited to speed to service, schedule adherence, windshield (drive) time and mileage 
  • 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 consumers
  • Sustain key performance indicators around paid claim cycle time and completed work orders 
  • Alternate shifts may be required 
  • Perform additional duties as assigned

Minimum Qualification

  • High School Degree, required
  • Bachelor’s Degree preferred
  • Minimum 4 years’ relevant work experience including background in customer service or claims management
  • Advanced experience with all Microsoft Office tools, ServicePower and SAP
  • Minimum of 3 years’ experience within Warranty & Service Administration team with a track record of excellent performance and attendance (internal transfers)

KNOWLEDGE, SKILLS & ABILITIES

  • Strong problem solving and critical thinking skills
  • Ability to take ownership of escalated issues to provide immediate resolution
  • Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint), ServicePower, SAP, REX, and IPL
  • 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