Centralized Services Advisor (Preferably with Disability Certificate)

Description

Our Stores are where we demonstrate our purpose face-to-face. If you share this goal and your satisfaction comes from enabling customers to bring their ideas and projects to life, this is the place for you. Joining our store teams means working in a co-creation environment where we live our company values and purpose together with the customer. Will you join us? We show you here in this video That’s why we count on you as a **Regional Centralized Services Advisor**, responsible for carrying out activities that ensure the best customer experience regarding centralized management of installations—provided the multi-residence or comprehensive renovation PRL model does not apply—as well as responding to customer requirements originating from the national RCO or RCOs sent by stores concerning installation and transportation for regional stores. **Main Responsibilities** ------------------------- **Customer Service–Related** Respond to customer complaints received via RCO—either at the central RCO level or through stores. Receive, track, and resolve them. Coordinate between customer/installer/transporter/store. 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 must continue until resolution. Emergencies must be handled immediately. Notify customers of date changes due to scheduling errors or product unavailability during installation management. Collect additional charges at customers’ homes; handle calls or emails regarding additional services or expansions while the installer is at the customer’s home. Actively listen to the customer voice to define priorities and improvement plans. Direct contact with the installer at the customer’s home. **Measurement and Installation Management–Related** Manage regional centralized email and calls to address needs from customers, stores, or regional installers. Review Field Service dashboards: non-scheduled, unsigned, or orders dated prior to today. Review installation schedule overlaps. Request quotations from installers. **Installer–Related** Train installers on tool usage, communication, and provide support for operational questions and management issues. Maintain an up-to-date installer calendar. Manage installer documentation. Send weekly measurement and installation assignments to installers. Request quotations. Request measurements and installations scheduled before today. Manage invoicing and payments to installers or measurers. Execute manual payments and charge installers for execution errors or damaged goods. Contact installers to monitor status, progress, and completion of pending incidents. **Store–Related** Train store staff on centralized operations and regional RCO functionality. Coordinate with each store’s Installation Leader for potential manual payments or incident resolutions. Execute manual payments. Coordinate with store logistics for timely merchandise shipments and home delivery transport incidents. Collaborate with stores on incidents that cannot be resolved centrally. Manage VAD incidents. **Incident Management–Related** Track incident origins and classify them to address root causes and prevent recurrence. Re-schedule installations due to date errors or missing products. Create SVOs with appointments and product replacements, tracking until resolution. Track incidents where appointments are scheduled for resolution and closure. Provide information to the EGI team for complaint responses. **Quality and After-Sales–Related** Product replacements or direct exchanges post-installation due to hidden defects. Coordination with SATs. ### **What We Offer** #### **Our Purpose** At Leroy Merlin, we have a purpose that gives meaning to who we are and everything we do—a guiding principle representing 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 in our hands—and yours. Social Action is one of Leroy Merlin Spain’s fundamental pillars, adding value not only to the entire company but also to the community. Through diverse 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 collaborator, you have access to over 70 benefits and advantages, categorized into 6 groups—all 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 opportunities to become a company shareholder, health insurance, childcare assistance, meal vouchers, and various discounts with major commercial partners, among others. You’ll receive a fixed remuneration plus participation in company results and benefits. #### **Grow!** 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 core pillar of our corporate philosophy. It is therefore 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. This reaffirms our commitment to respecting the right to inclusion of all individuals and recognizing the benefits brought by cultural, demographic, and social diversity. Leroy Merlin España, S.L.U. declares its commitment to establishing and developing policies that integrate gender equality without any form of discrimination, as well as promoting and encouraging measures to achieve effective gender 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!**