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Job Summary: We are seeking a Regional Centralization Services Advisor to ensure the best customer experience in centralized facility management and resolution of customer requests. Key Highlights: 1. Work in a co-creation environment and embody the company's values. 2. Be part of a team committed to improving customers' lives. 3. We offer professional development and an inclusive work environment. Our stores are where we demonstrate our purpose face-to-face. If you share this goal and find satisfaction in 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 you live our corporate values and purpose alongside customers. Will you join us? We introduce you to it here in this video. That’s why we count on you as a **Regional Centralization Services Advisor**, to carry out activities ensuring the best customer experience regarding centralized facility management—provided the multi-location or integral reform 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, and incident resolution must be completed within 48 hours. For complex incidents or those dependent on goods arrival, daily status tracking will be conducted until resolution. Urgent cases must be handled immediately. Notifying customers of date changes due to scheduling errors or product unavailability in installation management. Charging for additional services at customers’ homes; handling calls or emails regarding additional services and extensions when the installer is at the customer’s home. Actively listening to the customer voice to set priorities and improvement plans. Direct contact with the installer at the customer’s home. **Measurement and Installation Management–Related** Managing regional centralization email and calls to respond to customer, store, or regional installer needs. Reviewing Field Service dashboards: unassigned, unsigned, 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 queries and management issues. Maintaining up-to-date installer calendars. Managing installer documentation. Sending weekly measurement and installation assignments to installers. Requesting quotations. Requesting measurements and installations scheduled prior to today. Managing billing and payments to installers or measurers. Executing manual payments and charging installers for execution errors or merchandise damage. Contacting installers to monitor status, progress, and completion of pending incidents. **Store–Related** Training store staff on regional centralization and RCO operations. Liaising with each store’s Installation Leader for possible manual payments or incident resolutions. Executing manual payments. Coordinating with store logistics for timely merchandise shipments and home delivery transport incidents. Collaborating with stores on incidents that cannot be resolved centrally. Managing VAD incidents. **Incident Management–Related** Tracking incident origins and classifying them to address root causes and prevent recurrence. Re-scheduling installations due to date errors or product shortages. Creating SVOs with appointments and product replacements, tracking until resolution. Monitoring incidents for which appointments have been scheduled for resolution and closure. Providing information to support EGI team 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, our purpose 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 firmly believe 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 our company but also to the community. Through various initiatives—including renovation and refurbishment projects, donations, solidarity products, corporate volunteering, and our "Dignified Homes" Grants 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, categorized into six groups, designed to deliver the best experience for being 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, nursery assistance, meal vouchers, and various discounts with major commercial partners, among others. You’ll receive a fixed salary plus participation in results and profits. #### **Develop Yourself!** 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. That’s why it’s included in the Diversity Charter—a commitment code 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 of all people 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 every area 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!**
