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 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 need you as a **Regional Centralization Services Advisor**, to carry out activities ensuring the best possible 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 services for regional stores. **Main Responsibilities** ------------------------- **Customer-facing responsibilities** Responding to customer complaints received via RCO — whether at the central RCO level or from stores — including reception, tracking, and resolution. Coordinating between customer, installer, transporter, and 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 for on-site extras at customer premises; handling calls or emails regarding extras and extensions when the installer is at the customer’s home. Actively listening to the customer voice to define priorities and improvement plans. Direct contact with the installer at the customer’s home. **Responsibilities related to measurement and installation management** Managing regional centralization email and phone communications to address needs from customers, stores, or regional installers. Reviewing Field Service dashboards: Unscheduled, Unsigned, orders dated prior to today. Reviewing installation schedule overlaps. Requesting quotations from installers. **Responsibilities related to installers** Training installers on tool usage, communication, and providing support for operational questions 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, including manual payments and chargebacks to installers for execution errors or merchandise damage. Contacting installers to track status, progress, and completion of pending incidents. **Responsibilities related to stores** Training store staff on regional centralization and RCO operations. Coordinating with each store’s Installation Leader for potential manual payments or incident resolutions. Performing manual payments. Liaising with store logistics teams regarding timely merchandise shipments and home delivery transport incidents. Collaborating with stores on incidents that cannot be resolved through centralization. Managing VAD incidents. **Responsibilities related to incident management** 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 where appointments have been scheduled for resolution and closure. Providing information to support EGI team responses to complaints. **Responsibilities related to quality and after-sales** Product replacements or direct exchanges post-installation due to hidden defects. Coordination with SATs. ### **What do 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 in yours. Social Action is one of Leroy Merlin Spain’s fundamental pillars, adding value not only to our entire company but also to the community. Through various initiatives — renovation and adaptation 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’ll have access to over 70 benefits and advantages categorized into six 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 support, meal vouchers, and various discounts with major commercial partners, among others. Your compensation will include a fixed salary 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 commitment code 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 people, and recognizes 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 supporting 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!**
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
