Checkouts (or Returns) Team Leader
IKEA - Atlanta, GA

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To be the customer advocate by partnering with the Front Line Manager and Front Line Team to improve the meeting with the customer before, during, and after the store visit. To assist in the development of solutions to ensure a positive customer experience by delivering effective internal services to secure IKEA as the best home furnishings company in the local market

YOUR ASSIGNMENT Your main tasks will include: Assist the Front Line Manager to manage and lead the staff and activities of the Customer Service and/or Checkout Services function of the Front Line department including recruitment, coaching, mentoring, training, scheduling and performance management utilizing IKEA values As a member of the Front Line Team, take action to support established Front Line business objectives and defined goals with the customer needs as a primary focus Contribute to the development, implementation and evaluation of the Customer Service Business Plan Assist the Front Line Manager to promote high quality and competitively priced services for IKEA customers while minimizing liability and losses Ensure onsite customer 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, cash handing procedures, and internal audit standards Assist the Front Line Manager to 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 designated Front Line oriented goals and results Maintains a safe, clean and orderly store in “shape as new” and compliant with internal standards and external regulations Utilize the Customer Service & Administration Commercial Review, Best Practices, and Customer Service the IKEA Way and Checkout Services the IKEA Way documentation to secure basic operations Perform store leadership actions/activities, such as open and close functions, and team meetings as required Attract, develop, and inspire co-workers through the Human Resources Idea Assume responsibility for other tasks and projects as assigned YOUR PROFILE Your knowledge, skills and experience include: Knowledge/Experience: 1-3 years IKEA experience including training programs or 3-5 years high volume retail management experience Proven leadership abilities Knowledge and understanding of customer service standards, routines, and best practices Previous experience working with customer service and/or checkout service processes 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 (Checkouts & Returns areas) 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 Travel: Limited local and overnight domestic travel 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.

Job ID 151107BR Removal Date 11/20/2012

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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...