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Job Summary: We are seeking a Regional Centralization Services Advisor to ensure the best possible customer experience in centralized management of installations and transportation, handling complaints and coordinating with installers and stores. Key Highlights: 1. Collaborating with the customer on co-creation and corporate values. 2. Training and development within a multinational company, with autonomy and participation. 3. Inclusive corporate philosophy and commitment to equality. Nuestras Tiendas is where we demonstrate our purpose face-to-face. If you share this goal and find satisfaction in helping customers bring their ideas and projects to life, this is the place for you. Joining our store team means working in a co-creation environment where we live our corporate values and purpose alongside the customer. Will you join us? We introduce you to it here in this video. That’s why we need you as a **Regional Centralization Services Advisor**, to carry out activities ensuring the best possible customer experience regarding centralized installation management—provided that the multi-residence or integral renovation PRL model does not apply—as well as responding to customer requests originating from the national RCO or RCOs sent by stores concerning installation and transportation for regional stores. **Main Responsibilities** ------------------------- **Customer Service–Related** Responding to customer complaints received via RCO, whether at the central RCO level or from stores. Receiving, tracking, and resolving them. Coordinating between customers, installers, transporters, and stores. The first contact with the customer must occur within 24 hours; resolution of incidents must be completed within 48 hours. For complex incidents or those dependent on merchandise arrival, daily status tracking will be performed until resolution. Urgent cases must be handled immediately. Notifying customers of date changes due to scheduling errors or missing products in installation management. Charging for extra services at customer homes; handling calls or emails regarding extras and extensions when the installer is at the customer’s home. Actively listening to the customer’s voice to define priorities and improvement plans. Direct contact with the installer at the customer’s home. **Measurement and Installation Management–Related** Managing regional centralization emails and calls to respond to needs from customers, stores, or regional installers. Reviewing Field Service dashboards: unassigned, unsigned, and orders dated prior to today. Reviewing installation schedule overlaps. Requesting quotations from installers. **Installer–Related** Training installers on tool usage, communication, and providing support for operational questions and management issues. Maintaining an updated installer calendar. Managing installer documentation. Sending weekly measurement and installation assignments to installers. Requesting quotations. Requesting measurements and installations scheduled before today. Managing invoicing and payments to installers or measurers. Executing manual payments and assigning charges to installers for execution errors or product damage. Contacting installers to monitor status, progress, and completion of pending incidents. **Store–Related** Training store staff on centralized operations and regional RCO functionality. Coordinating with each store’s Installation Leader for potential manual payments or incident resolution. Performing manual payments. Contacting store logistics teams regarding timely merchandise shipments and home delivery transportation incidents. Liaising with stores for incidents that cannot be resolved centrally. Managing VAD incidents. **Incident Management–Related** Tracking the origin of customer incidents and classifying them to address root causes and prevent recurrence. Re-scheduling installations due to date errors or missing products. Creating SVOs with appointments and product replacements, tracking until resolution. Tracking incidents for which appointments have been scheduled to resolve and close them. Providing information to the EGI team for complaint responses. **Quality and After-Sales–Related** Product replacements or direct exchanges post-installation due to hidden defects. Managing interactions with SATs. ### **What We Offer** #### **Our Purpose** At Leroy Merlin, our purpose gives meaning to who we are and everything we do—a guiding principle reflecting our commitment to you and to the planet. Everything we offer aims to inspire your motivation to create better living environments. Because we’re certain of one thing: if we commit to it, changing the world is within our hands—and yours. Social Action is one of Leroy Merlin Spain’s fundamental pillars, adding value not only to the company but also to the community. Through various initiatives—including renovation and refurbishment projects, donations, solidarity products, corporate volunteering, and our "Dignified Homes" Grant Program—we contribute to building a better world and society. #### **Benefit! As a Leroy Merlin Employee** As a Leroy Merlin Spain employee, you have access to over 70 benefits and advantages, grouped into six categories, designed to deliver the best possible experience as part of this great team. You’ll also benefit from Leroy Merlin’s Flexible Compensation and Benefits Policy, including the opportunity to become a company shareholder, Health Insurance, childcare assistance, meal vouchers, and diverse discounts with major commercial partners, among others. Your compensation includes a fixed base salary plus performance-based participation and bonuses. #### **Develop!** Train and grow within a multinational company! You’ll find an excellent work environment and enjoy autonomy to decide and act, participating in decision-making and cross-functional projects. ##### **A Place for Everyone** Diversity Management is a cornerstone of our corporate philosophy. Thus, it is included in our Diversity Charter—a code of commitment promoted by the Foundation for Diversity and supported by the Ministry of Health, Social Policy and Equality. With this, we reaffirm our commitment to respecting the right to inclusion for all individuals and recognize the benefits brought by cultural, demographic, and social diversity. Leroy Merlin España, S.L.U. declares its commitment to establishing and developing policies integrating gender equality without any form of discrimination, as well as promoting and encouraging measures to achieve effective equality within our organization. We uphold the principle of gender equality across all areas of our activity and within the framework of our Organization’s Social Responsibility. If you want to pursue the work you love, our door is open to you. Here, we don’t recognize barriers. **YOUR TALENT HAS NO LIMITS** If you’d like to learn more about our Purpose, values, initiatives, and current job openings, please visit our Corporate Employment Website: Leroy Merlin Spain. **CHANGING OUR WORLD IS IN OUR HANDS!**
