Our Stores are where we demonstrate our purpose face-to-face. If you share this objective 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 we live our corporate values and purpose together with our customers. Will you join us? We show you here in this video That’s why we need you as a **Regional Centralization Services Advisor**, to carry out activities ensuring the best customer experience regarding centralized installation management—except where the multi-location or integral renovation PRL model applies—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—either at the central RCO level or from stores. Reception, tracking, and resolution. Coordination among customer/installer/carrier/store. The first contact with the customer must occur within 24 hours; incident resolution must be completed within 48 hours. For complex incidents or those dependent on merchandise arrival, daily status tracking must be performed until resolution. Urgent cases must be handled immediately. Notifying customers of date changes due to scheduling errors or product unavailability in installation management. Charging extra services at customers’ homes; handling calls or emails regarding extras and extensions when the installer is at the customer’s home. Actively listening to the customer voice to establish 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 address needs from customers, stores, or regional installers. Reviewing Field Service dashboards: Unscheduled, Unsigned, orders prior to today. Reviewing installation schedule overlaps. Requesting quotes 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 quotes. Requesting measurements and installations scheduled prior to today. Managing billing and payments to installers or measurers. Executing manual payments and chargebacks to installers for execution errors or damaged goods. Contacting installers to track status, progress, and completion of pending incidents. **Store-Related** Training store staff on centralization operations and regional RCO procedures. Coordinating with each store’s Installation Leader for possible manual payments or incident resolutions. Executing manual payments. Contacting 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 categorizing them to address root causes and prevent recurrence. Re-scheduling installations due to date errors or product unavailability. Creating SVOs with appointments and product replacements, tracking until resolution. Tracking incidents where appointments have been scheduled for resolution and closure. 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. 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 are 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 our 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 provide you with the best experience as part of this great team. You will 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 various discounts with major commercial partners, among others. You will receive a fixed salary plus participation in company results and profits. #### **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 for 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 fostering 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 do not recognize barriers. **YOUR TALENT HAS NO LIMITS** If you wish 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!**
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
