Branded Service Supervisor - North Carolina or South Carolina

Ab Electrolux; Charlotte (NC); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic EBS Operations Supervisor to lead and optimize service support teams. In this pivotal role, you will drive customer service excellence by maintaining performance metrics and implementing process improvements. Your leadership will be crucial in developing high-performing teams and collaborating with cross-functional groups to enhance operational efficiency. Join a company committed to sustainable living and diverse perspectives, where your contributions will shape the future of home solutions. This is an exciting opportunity for those passionate about customer satisfaction and operational excellence.

Benefits

Discounts on Electrolux products

Family-friendly benefits

Insurance policy plan

Learning opportunities

Flexible career path

Qualifications

• 5+ years in service, logistics, or dispatch management required.
• 2+ years of people leadership experience needed.

Responsibilities

• Lead and optimize daily activities of Branded Service Support Teams.
• Develop and coach talent through training initiatives.

Skills

Problem Solving

Critical Thinking

Analytical Ability

Communication Skills

Coaching Skills

Time Management

Organizational Skills

Education

High School Diploma

Tools

Excel

PowerPoint

Job description

Power a world of ideas.

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.

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!

All about the role:

As an EBS Operations Supervisor, you will lead and optimize the daily activities of our Branded Service Support Teams. You will play a pivotal role in driving effortless customer service experiences by maintaining performance metrics, adhering to guidelines, and implementing process improvements. Reporting to the EBS Manager(s), you will supervise and develop a team of EBS Technicians, analyzing data and creating reports to ensure alignment with operational goals.

What you’ll do:

1. Provide professional support and daily direction to EBS Technicians.
2. Communicate team goals and objectives to deliver answer rate, email response time, and service completion targets.
3. Evaluate and execute opportunities to improve customer service experiences through process reviews.
4. Identify, develop, and coach talent through training initiatives and special projects.
5. Administer consistent leadership practices, conduct monthly performance reviews, and track team metrics.
6. Collaborate with cross-functional teams to optimize routes, streamline processes, and ensure resource efficiency.
7. Create and analyze operational reports and dashboards to drive continuous improvement.
8. Represent Ownership Solutions in projects related to Service Delivery strategies.

Minimum Qualifications:

1. High School Diploma required.
2. 5+ years of experience in service, logistics, or dispatch management.
3. 2+ years of people leadership experience, with proven ability to build and lead high-performing teams.
4. Proficiency in Excel and PowerPoint; experience optimizing dispatch team performance.

Knowledge, Skills & Abilities Required:

1. Strong problem solving, critical thinking and analytical ability.
2. Excellent communication and coaching skills, both verbal and written, with ability to interact with varying levels in the organization.
3. Understanding of customer service (contact center, field service and claims management).
4. Superior commitment to customer and consumer satisfaction.
5. Proven ability to work cross-functionally.
6. Highly organized with strong attention to detail.
7. Superior follow-up and follow-through skills.
8. Highly energetic and success-driven leader and team player.
9. Ability to lead and drive change.
10. Superior time management skills and ability to prioritize.
11. Ability to maintain confidentiality regarding proprietary company information.

Where you’ll be: You will be remote based in either North or South Carolina.

Work Environment:
This position operates remotely or in a typical office environment, requiring moderate noise levels and occasional lifting of up to 25 pounds. Reasonable accommodations will be made for individuals with disabilities.

Benefits highlights:

1. Discounts on our award-winning Electrolux products and services.
2. Family-friendly benefits.
3. Insurance policy plan.
4. Extensive learning opportunities and flexible career path.

Electrolux Group North America: https://www.linkedin.com/company/electrolux/life/northamerica/

Electrolux Group Careers: https://career.electroluxgroup.com/global/en

Electrolux Home Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request through [e-mail]. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.