B2B Sr Support Specialist
About The Position
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.
Requirements
- 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
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
Benefits
- Discounts on our award-winning Electrolux products and services
- Family-friendly benefits
- Insurance policy plan
- Extensive learning opportunities and flexible career path
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What This Job Offers
Job Type
Full-time
Career Level
Senior
