To be the customer advocate by partnering with the Store Management Team and leading the After Sales Team to improve the meeting with the customer before, during and after the store visit. To develop solutions to customer issues, concerns, complaints and suggestion that will balance the needs of the customer with store operational procedures and financial goals to secure IKEA as the best home furnishings company in the local market
YOUR ASSIGNMENT Your main tasks will include: Manage and lead the staff and activities of the After Sales Team, including recruitment, coaching, mentoring, training, scheduling and performance management utilizing IKEA values As a member of the Customer Services Team, establish After Sales business objectives and methods to evaluate, revise, and implement actions to reach defined goals with the customer needs as a primary focus Contribute to the development, implementation and evaluation of the Customer Service Business Plan Establish high quality and competitively priced services for IKEA customers while minimizing liability and losses Ensure customers issues are documented and resolved with a sense of urgency Partner with Safety & Security to ensure adherence to policies, procedures, and audits regarding inventory integrity, safety, and cash handing procedures Attract, develop, and inspire co-workers through the Human Resources Idea Establish, implement, review and update plans to secure ongoing development of competence and succession within your function and location Initiate development activities to secure customers meet friendly, helpful and knowledgeable co-workers Partner with managers and co-workers to influence and support overall positive working environment to include actions to secure a positive shopping experience in line with established customer service standards and a sense of urgency in addressing customer service issues Prepare, analyze, assess and communicate all After Sales oriented goals and results Ensure that the After Sales Team maintains a safe, clean and orderly store in “shape as new” and compliant with internal standards and external regulations Implement and utilize the Customer Service Commercial Review, Best Practices, and Customer Service the IKEA Way documentation to secure basic operations Perform store leadership actions/activities, such as Duty Manager shifts, open and close functions, and team meetings Assume responsibility for other tasks and projects as assigned RecruitmentadvertisingIPEPerformancereviewCommonfunctionalplatformDevelopmentplanLearningofferInterviewquestioningCompetenceproileRecruitmentadvertisingIPEPerformancereviewCommonfunctionalplatformDevelopmentplanLearningofferInterviewquestioningCompetencerofile YOUR PROFILE Your knowledge, skills and experience include: Knowledge/Experience: 3-5 years IKEA Management experience including training programs or 5-7 years high volume, big box, multi-unit retail management experience Proven leadership abilities Knowledge and understanding of customer service standards, routines, and best practices Proven experience in competence and successor development, including leadership performance Previous experience working with external service providers, networking and negotiation skills Previous experience detecting efficiency opportunities and applying solutions to decrease costs without compromising IKEA values, Commercial Review standards, while maintaining compliance with all Federal, State, and Local legislation Knowledge of local market in order to support innovative methods of meeting and/or exceeding business priorities and customer expectations Computer aptitude – previous experience with Microsoft applications and/or POS systems Capabilities/Motivation: Contribute to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers Eagerness and desire to understand the IKEA business and customer needs and influence improvement of the business Strong desire to ensure a safe, profitable, and efficient environment for co-workers and visitors Ability to share your knowledge and learning and collaborate with others while acting as a cultural ambassador Strong interpersonal, communications, analytical, problem-solving, and organizational skills with a highly developed service focus Strong decision-making skills with the ability to influence and act Excellent verbal and written communication skills Ability to establish trustful relationships and commitments with coworkers across all levels of the organization Strong attention to detail Interest in Home Furnishings Fluent in English (written and verbal skills) Additional Information Work Location: Fast-paced, deadline driven, high volume retail store Physical/Mental Demands (Essential Functions): Ability to access and observe all areas of the store. Ability to handle multiple and changing priorities/deadlines and moderate stress. Ability to communicate with customers and co-workers and manage conflict. Physical/Mental Demands (Non Essential Functions): Bending, stretching, reaching, lifting, with ability to move products with and without motorized equipment GROWING TOGETHER IKEA offers an exciting and empowering work environment in a global marketplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.
Additional Information :
Managers receive a generous Benefits package including medical, dental, vision, 401K, paid time off, vacation, etc.
IKEA - 2 years ago
Since its founding in 1943, IKEA has offered a wide range of home furnishings and accessories of good design and function, at prices so low...