At Electrolux, as 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.
Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.
Join us in our exciting quest to build the future home.

ABOUT THE ROLE:

As a key member of the Sales Operations team, you will lead the development, implementation, and ongoing enhancement of customer service processes and tools to drive operational excellence.

WHAT YOU’LL DO:

• Design, document and participate in the implementation of scalable customer service processes and SOPs that drive consistency, efficiency and compliance with company policies and procedures.
• Analysis customer service KPIs and operational data to identify improvement areas. Support initiative to improve response times, order delivery in full and on time, delivery booking ratio.
• Conduct regular audits in order to identify non compliance and root causes so corrective action plans can be developed.
• Work closely with IT, Sales, Supply planning and Logistics to ensure end to end service delivery.
• Lead the roll out of new tools, systems and processes, ensuring effective communication training and adoption across the customer service team and impacted stakeholders.
• Establish quality assurance frameworks and audit routines to monitor compliance. Lead internal and external audit response and corrective actions.
• Evaluate and implement customer service support tools (CRM, ERP, customer portals…) to improve efficiency and quality.
• Monitor customer feedback and escalate systemic issues to leadership to drive customer-centric improvements.
  Location: You have the choice of working from our Casula or Mascot Office.