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Customer Service Leader

Company: Ikea
Location: Philadelphia
Posted on: January 8, 2018

Job Description:

The Retail Management Store Customer Experience job function ensures an enjoyable, convenient and successful shopping and buying experience that leads to increased sales and sustained long-term profitability, as well as establish and retain a life-long relationship with existing and new customers. Optimizes the IKEA shopping experience to secure satisfied customers and increase sales. This job is also accountable for motivating, leading, and inspiring others to enhance customer satisfaction by managing payment, returns, home delivery, product handover, car loading, complaints and claims efficiently and with empathy.

YOUR ASSIGNMENT Your tasks will include:

  • Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the After Selling, Returns, Cash lanes, Home Delivery, Handout and Car Loader Area.
  • Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.
  • Ensures co-workers are recognized for exemplary service to customers (HUTI, etc.).
  • Assists in the development of solutions for customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision.
  • Monitors SAMS Precision and follows up, working to resolve customer issues as quickly and efficiently as possible.
  • Secures accurate money handling (voids, price overrides, etc.) and oversees money handling security routines.
  • Secures correct level of systems access related to payment as well as IKEA's return policy and process.
  • Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions.
  • Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI---s and root cause analysis to make future improvements.
  • Ensures co-workers' competence on system knowledge (SAMS, ISELL, IPOS, COGNOS, etc.) and keeps the work areas efficiently equipped and effectively covered at all times during opening hours.
  • Conveys the IKEA values and nurtures a strong IKEA culture that inspires and empowers co-workers to extraordinary achievements.YOUR PROFILE Your knowledge, skills and experience include:
    • Associate's Degree
    • Previous retail selling experience preferred.
    • Problems solving skills.
    • Understanding of what excellent customer service looks like.
    • Passion for home furnishings.
    • Ability to handle customer enquiries.
    • Ability to prioritize and organize my work and the work of others in order to make the most efficient use of time available.
    • Experience of actively selling through understanding customers and their needs.
    • Computer literate and interested in new applications and tools.
    • Experience of managing and developing a team, preferably in retail environment.
    • Ability to inspire and effect change.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 : IKEA provides a comprehensive benefits package, for co-workers averaging 20+ hours weekly, to help you achieve your personal and wellness goals including:

      ---Health and Rx insurance --- rated at Platinum and Gold
      ---Dental insurance
      ---Vision --- free for full time co-workers, slight cost share for part time co-workers
      ---Health and Dependent care FSA---s
      ---Company paid and Voluntary Life Insurance
      ---Tuition reimbursement
      ---401(k) with Company Match
      ---Loyalty Bonus towards Retirement --- TACK program
      ---EAP
      ---Short and Long term disability

      Other great benefits include:

      ---Work/life balance
      ---Generous PTO and paid sick time
      ---Store discount
      ---Training and development
      ---Meal discount Job ID 305859BR Removal Date 01/14/2018

      Keywords: Ikea, Philadelphia, Customer Service Leader, Hospitality & Tourism, Philadelphia, Pennsylvania

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