IT Consumer Service – Salesforce Service Cloud in Milano, Italy

Requisition ID: 60073

ABOUT WHIRLPOOL CORPORATION

Whirlpool Corporation (NYSE: WHR) is committed to being the best global kitchen and laundry company, in constant pursuit of improving life at home. In an increasingly digital world, the company is driving purposeful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, JennAir, Indesit, Yummly and InSinkErator. In 2022, the company reported approximately $20 billion in annual sales, 61,000 employees and 56 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

The team you will be a part of

The Information Systems team is responsible for implementation of the enterprise architecture and the development and maintenance of the organization’s computing/IT environment. Determines and develops architectural approaches and solutions, conducts business reviews, documents current systems and develops recommendations of how to proceed with the applications.

This role in summary

The position is based in Milan (MI) but Whirlpool believes in the benefit of flexible work based on trust, autonomy, collaboration and personal accountability of our people. The Flexible Work Policies called “Agile Work” will offer the opportunity to our employees to work off-site up to two days per week. This role will closely collaborate with various business partners, Global Information Technology (GIT) teams and external parties across EMEA. This role will evaluate, provide recommendations for, deliver and support solutions both technical and process-related. The primary areas of focus for this position will be CRM, Salesforce Service Cloud platform, as well as integrated and associated systems such as SAP ERP environments and processes that support our sales, logistic, and operational business planning teams.

Your responsibilities will include

• Engage in capability and technology roadmap development for Consumer Service processes.

• Work closely with business partners, GIT, and external vendors/consultant partners to translate business requirements into technical solutions and translate technical solution requirements and implications back to the consumer service teams

• Ensure that solutions meet both business requirements and technical requirements, including performance, maintainability, and stability.

• Design, build, and deliver tailored solutions for the business using Salesforce and other connected technologies.

• Support in the definition of user requirement generation with key product owners through workshops, requirement gathering sessions and 1-1 engagement with key stakeholders.

• Recommend new features and improvements to optimize and increase use of the platform.

• Provide feature specifications and help maintain overall documentation for the business.

• Collaborate with international Developers, Admins, and Architects to support the design and building of scalable solutions.

• Prioritize and manage multiple responsibilities and commitments concurrently

• Self-starter with the ability to work independently

Minimum requirements

• Bachelor’s Degree

• 4+ years of experience in business analysis, technical analysis, solution design, project delivery, or operations

• 4+ years of hands-on experience working with Salesforce Service Cloud, including implementation, configuration, and customization.

• Salesforce Service Cloud Consultant Certification

• Proven expertise in consumer service processes with a track record of optimizing service operations to enhance customer satisfaction.

• Strong technical skills in Salesforce technologies, such as Apex, Visualforce, and Lightning components.

• Experience with enterprise integration tools and ETL (extract, transform, load) tools.

• Excellent problem-solving skills with the ability to troubleshoot and resolve complex issues.

• Strong communication and interpersonal skills to effectively collaborate with various stakeholders.

Preferred skills and experiences

• Master’s degree in Engineering, Computer Science, Information Systems or MBA

• Solid understanding of data management and reporting within Salesforce Service Cloud.

• Agile and Project Management certifications

• Any additional Salesforce certification.

• Experience or familiarity with

• Field Service Solution and Advanced Resource Schedule/Planning

• Other SAP modules such as LE, WM, EWM

• Order management, Customer Relationship Management (CRM), and eCommerce platforms

• System testing procedures and tools

• Incident and problem management processes and tools

• Experience using project management tools like JIRA/Confluence and Smartsheets

• Use different types of technologies, reviewing and providing oversight for data architecture and integrations

What we offer

• Full-time job contract

• Wellbeing programs

• Discounts on Whirlpool appliances

• An international working environment in a dynamic company

• Many opportunities to learn and develop

Connect with us and learn more about Whirlpool Corporation

See what it’s like to work at Whirlpool by visiting Whirlpool Careers (http://www.whirlpoolcareers.com/) . Additional information about the company can be found on Facebook (http://www.facebook.com/WhirlpoolCorp/) , Twitter (http://twitter.com/whirlpoolcorp) , LinkedIn (http://www.linkedin.com/company/whirlpool-corporation/life/) , Instagram (http://www.instagram.com/whirlpoolcorp/) and YouTube (http://www.youtube.com/user/WhirlpoolCorporation) .

At Whirlpool Corporation, we value and celebrate diversity. Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.