B2B Sr Support Specialist

Electrolux•Charlotte, NC

6d•Hybrid

About The Position

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