Customer Service Manager (Operations And Services)

JOB TYPE – Permanent, Full-time, On-site, In Location
HOURS – Salaried, Retail Management
SHIFTS – Fully open work schedule availability including evenings and weekends required; Work schedules are published one month in advance
PAY – The starting rates/salary for this position range from $74,496 to $108,020 and will be based on relevant work experience
BENEFITS ELIGIBLE? – Yes – Whether you're part time or full time, we offer competitive benefits and perks, such as medical and Rx*, dental, vison, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance and more

WHAT YOU'LL BE DOING DAY TO DAY
Leads and inspires the team to optimize the IKEA shopping experience in order to ensure satisfied customers and increase sales. Enhances customer satisfaction by managing payment, home delivery, product handover, car loading, shopping tools, and the children’s supervised play area (Smäland) efficiently.
• Hires, onboards, trains, leads, manages and develops customer experience leaders in the store.
• Ensures excellent customer service operations in the retail store, including greeters, Smäland, shopping tools, ways to shop, customer guidance, service communication, service desk, etc.
• Monitors that payments and transactions are being processed in the most efficient ways, calls out deviations and follows up on improvement.
• Responds to escalated customer issues with sense of urgency. Demonstrates emotional connections with customers, through meaningful and empathetic interactions; setting the example and coaching others on how to do the same.
• Introduces best practices and rolls out new country processes and systems on a timely basis to entire Customer Experience team.
• Contributes to the creation of the Customer Experience action plan, secures buy in, initiates implementation and follows up.
• Leads, attends and contributes to store meetings and forums as applicable.
• Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.

TOGETHER AS A TEAM
We are the ones meeting our customers – in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability. Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept – a concept that helps millions of customers create a better everyday life!


5 Years of experience:
• In customer service, problem solving and conflict handling techniques.
• Using data and insights in customer interactions with IKEA across all channels and IKEA service providers into actions and solutions.
• Managing, leading and developing people, preferably in customer centric service or retail environment.