Permanent
Job DescriptionBe part of something bigger. Decode the future.
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.
All about the role:
As a Customer Service Process Manager, you will be responsible for leading, implementing and continuously improving customer service processes and tools.
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.
Who are you
5+ Years of experience in customer service and process management roles
Proven experience in process improvement methodologies (Six Sigma, Lean….)
Strong analytical skills: You are proficient in customer service metrics and reporting tools. You are able to analyses data in order to drive appropriate corrective actions.
Proactive Problem-Solver: You anticipate issues before they arise and work proactively to find solutions.
Strong Communicator: Whether you’re liaising with customers or coordinating with internal teams, you excel at conveying clear, concise, and actionable information.
Collaborative Team Player: You enjoy working in a cross-functional environment, collaborating with offshore teams, sales, logistics, and supply chain to drive successful outcomes.
Customer-Focused: You put the customer at the heart of everything you do, ensuring that their expectations are not only met but exceeded.
Tech-Savvy: You have experience in SAP ERP system and CRM systems (SAP C4C CRM experience preferred).
This role is based in Mascot in Sydney.
Why work for Electrolux?
Global Leader of Home Appliances
Proud to be the only white goods manufacturer with a manufacturing of cooking appliances in Australia
Staff, Friends & Family Discounts
Free Secure Parking Onsite
CARE Day (additional leave)
Health and Well-being initiatives
Annual flu shots onsite + wellbeing sessions & webinars
Continued Progress on Diversity & Inclusion
Living our Sustainability Commitment
As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you!
