Supervisor, Dealer Support
Consumer & Customer Care
Full Time
Charlotte, Nc
1970-01-01

A REGULAR DAY AT WORK (ESSENTIAL DUTIES):
For us going to work every day has an even greater purpose than putting the latest product or technology on the market. It’s about improving the everyday lives of millions. By being sustainable and open to new ideas we can push the boundaries of cooking, cleaning, and wellbeing at home. But to keep doing so, we need more people who want to innovate and re-imagine what life at home can be.  

The Warranty Payments Supervisor is responsible for supervising and monitoring daily activities of warranty creditors. This position is responsible for leading a team toward effortless customer service by exceeding KPIs, and reducing our warranty credit and reimbursement cycle time and spend through guideline adherence and process improvements.  The Warranty Payments Supervisor is responsible for leading and developing a team of Goodwill and Payment coordinators through monthly team meetings, side by sides, creating reports, and analyzing data to drive adherence, alignment and consistency.  This position reports to the Warranty Replacement Manager and will support activities to achieve credit and reimbursement cycle time goals, Warranty Replacement continuous improvement initiatives and Service Delivery strategies and objectives.

KEY RESPONSIBILITIES:

  •  Communicate Warranty Credit [ED1] team and individual goals and objectives.
  • Performance management for Warranty Payments to deliver credit and reimbursement cycle time targets.
  • Identify and develop talent within Warranty Payments through special projects, job shadowing, cross-training and execution of 70/20/10 Learning Principles.
  • Promote an environment of inclusion and Teamship.
  • Conduct team member coaching to ensure team members are meeting individual performance targets.
  • Provide daily direction to Team Lead, Warranty Payments, and Goodwill[ED2] staff.
  • Administer consistent leadership practices and policies.
  • Provide daily, weekly and monthly performance metrics to team members and track performance.
  • Prepares and conducts monthly performance reviews for Team Lead and Warranty Creditors.
  • Responsible for the US and Canada warranty reimbursement processes.
  • Evaluate, identify and execute opportunities to drive process improvements that deliver effortless customer service experiences through quarterly reviews of our Warranty Payment and Warranty Reimbursement standard operating procedures.
  • Collaborate with CEC to ensure data in SAP is accurate and complete.
  • Collaborate with Back Office to maximize use of resources.
  • Weekly review of team operational performance with leadership to ensure performance goals are achieved.
  • Responsible for weekly timesheet approvals and monthly overtime reviews.
  • Provide monthly dashboards for key dealers, including trending and noticeable changes, to assist with dealer replacement rate tracking.
  • Create reports and conduct analysis on data from several sources.
  • Responsible for monthly operational reporting and dashboards to include: employee metrics and performance and team metrics and performance.
  • Represent Ownership Solutions in cross-functional projects involving Service Delivery processes.
  • Create an environment of data driven continuous improvement.

We employ great people from a wide variety of backgrounds – not just because it’s the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and career.electroluxgroup.com to learn more.

Minimum Qualification

EDUCATION & EXPERIENCE:

  •  Bachelor’s Degree, strongly preferred.
  • Minimum 5 years of relevant work experience including background in customer service or claims management in a call center or back office environment.
  • Minimum 2 years of people leadership experience with demonstrated strengths of building and leading high performance teams.
  • 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.

#LI-LH1

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'