What are the responsibilities and job description for the Customer Service Leader position at Ingka External?
Job ID : 277055
Date posted : 04 / 02 / 2025
Why we will love you
You have a passion for delighting customers. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.
What you'll be doing day to day
As a Customer Service Leader, optimizing the IKEA shopping experience, you will :
Lead and coach shop floor co-workers for a consistent customer experience in After Selling, Returns, Cash lanes, Home Delivery, Handout, and Car Loader Area. Foster IKEA values, cultivating a strong culture that inspires and empowers co-workers.
Ensure that customer service co-workers possess the knowledge, confidence, and empowerment to make decisions resulting in excellent customer service.
Contribute to developing customer-centric solutions for issues, concerns, complaints, and suggestions.
Monitor SAMS Precision, work to resolve customer issues as quickly and efficiently as possible.
Ensure accurate money handling (voids, price, overrides, etc.) and supervise security routines. Manage appropriate access for payments and adhere to IKEA's return policy and process.
Manage and monitor Smaland to ensure compliance with internal, global, and national rules and policies. Prioritize the safety and well-being of children.
Establish effective routines, foster competence development, and conduct follow-ups on Commercial Review and Compliance (ASR) relevant to the role and functions.
Track performance against goals, adapt as needed, and analyze customer concerns, KPIs, and root causes for continuous improvement.
Ensure co-workers are proficient in system knowledge (SAMS, ISELL, IPOS, COGNOS, etc.) and maintain well-equipped and efficiently covered work areas throughout opening hours.
Ensure co-workers are recognized for exemplary service to customers (HUTI, etc.).
Contribute 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
At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers : we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We're a bunch of people who are truly passionate about people!
Apply now!
JOB TYPE : Full time
BENEFITS ELIGIBLE : Yes
The hourly range for this role is $23.61- $33.67
At IKEA, taking care of our co-workers and their dependents is a top priority. That's why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!
- Generous paid time off, holiday and sick time
- WiselyPay - get earned wages up to two days early
- Paid parental leave (up to 16 weeks)
- KinderCare tuition discount
- Retirement and bonus plans
- Co-worker discount, meal deal, and referral bonus
- Pet insurance program
- Education assistance and learning programs
- Safety shoe reimbursement
- 24 / 7 telehealth visits
- Dental and vision plans
- Medical and Rx plans (must work min. 20 hrs / wk)
- A fun and inclusive work environment
Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role.
QUALIFICATIONS
3 years of related experience.
Previous retail selling experience preferred.
Experience actively selling through understanding customers and their needs.
Experience managing and developing a team, preferably in retail environment.
The starting rate / salary for this position ranges from 23.61 USD to 33.67 USD and will be based on relevant work experience.
Salary : $24 - $34
