Customer Experience Analyst
About The Position
The position is based at Electrolux Group’s Charlotte, North Carolina headquarters under a hybrid work model. The job description identifies the role as supporting the Contract Sales channel (Single Family, Multi-Family, and OEM) by managing order fulfillment processes, resolving operational issues, and acting as a liaison between sales and internal business partners. The role supports a seamless customer experience through data analysis, reporting, order management, and collaboration with transportation, warehousing, inventory, and customer support teams. The ideal candidate is organized, detail-oriented, proactive in solving problems, and able to manage multiple priorities in a fast-paced environment. The posting’s role description refers to a Sales Operations Specialist, while the supplied job title is Customer Experience Analyst.
Requirements
- Bachelor’s degree.
- Advanced proficiency in Microsoft Excel and the Microsoft Office Suite.
- Experience working with ERP systems.
- Strong analytical skills, including the ability to interpret data and translate findings into actionable recommendations.
Nice To Haves
- SAP experience preferred.
- Familiarity with Power BI or other business intelligence or reporting tools.
Responsibilities
- Serve as the primary Sales Operations contact for the Contract Sales team, addressing order inquiries, shipment exceptions, and process escalations.
- Manage daily operational activities, including order blocks, open orders, aged deliveries, credit holds, and product lifecycle reviews.
- Partner with transportation, warehousing, inventory, and customer service teams to support timely order fulfillment and resolve issues.
- Analyze order and sales data to identify trends, exceptions, and opportunities for process improvement.
- Prepare and deliver recurring business reports and order book reviews for leadership stakeholders.
- Support product lifecycle management, including end-of-life transitions, product substitutions, and data integrity reviews.
- Monitor compliance with operational processes and customer service standards.
- Contribute to continuous improvement initiatives and provide operational support for additional sales channels as needed.
Benefits
- Flexible work hours and a hybrid work environment.
- Medical, dental, vision, and life insurance.
- Competitive holiday and vacation time off program.
- Retirement Savings Plan (401(k)) with relevant company contribution.
- Discounted products upon hire.
- Employee Assistance Program (EAP) upon hire.
- Tuition reimbursement after 12 months of service.
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What This Job Offers
Job Type
Full-time
