B2B Sr Support Specialist

Permanent

Join us to create change and have an impact in homes around the world.

At Electrolux, 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.

Where you'll be:

This position will be based in the Charlotte, NC HQ; hybrid work policy model.

All About the Role:

The B2B Senior Support Specialist plays a critical role in delivering an efficient, data-driven B2B customer care operation that supports Electrolux's contract sales, key dealer, OEM, and strategic business accounts. This role partners closely with offshore teams and internal stakeholders to ensure consistent execution of B2B, OEM, and New Business processes while driving cost-effective resolutions and an effortless customer experience. The ideal candidate brings strong operational leadership, analytical capability, cross-functional collaboration, and a continuous improvement mindset to influence performance, quality, and process adherence across customer interactions.

Key Responsibilities:

• Partner with offshore Team Leads to support and oversee daily B2B customer support operations, ensuring alignment to defined processes and KPIs

• Drive adherence to B2B, OEM, and New Business processes through regular reviews, audits, and standardized operating procedures

• Monitor and review weekly performance metrics with offshore leadership to assess productivity, quality, and service outcomes

• Conduct quality audits and performance reviews to evaluate agent knowledge, compliance, and effectiveness

• Identify and execute cost-saving initiatives and process improvements that enhance customer experience and operational efficiency

• Produce and maintain operational reports and dashboards, including monthly performance and employee metrics

• Participate in cross-functional initiatives and projects representing B2B process and operational needs

• Analyze data from multiple sources to surface trends, risks, and opportunities for continuous improvement

Minimum Qualifications

• Bachelor's degree

• 3+ years of experience in B2B customer service, logistics, sales support, or a related operational field

• Experience working cross-functionally and coordinating workflows to drive performance and resolve operational issues

• Advanced proficiency in Excel and PowerPoint, with strong data analysis and reporting capabilities

• Proficiency in Microsoft Office tools and ability to quickly learn new systems and applications

Benefits highlights:

• Discounts on our award-winning Electrolux products and services

• Family-friendly benefits

• Insurance policy plan

• Extensive learning opportunities and flexible career path

Please be advised that we are unable to offer visa sponsorship for this position at this time.

Find more on: Electrolux Group North America:

https://www.linkedin.com/company/electrolux/life/northamerica/ Electrolux Group Careers: https://career.electroluxgroup.com/global/en

Electrolux Consumer 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 hrsnorthamerica@electrolux.com. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

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