Customer Operations Team Leader

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness.  Join our team and start a better life for yourself.

As a Customer Operations Team Leader, enhancing customer satisfaction by optimizing the shopping experience, you will: Lead and coach retail floor co-workers to ensure consistent customer experience and efficient operation in Cash lanes, Click & Collect, Home Delivery, Handout, and Car Loading Area. Oversea the daily operation of the Smaland area (IKEA’s supervised play facility for children) and the daily restocking of shopping tools throughout the store. Ensure the greeter is in place at the store entrance to actively guide and answer customers' questions. Ensure customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome. Monitor performance against goals, analyze customer concerns and KPIs for continuous improvement. Keep an eye on Cash Lanes, Full Serve Handout (FSHO), and Click and Collect (C&C) processes. Recruit, onboard, train, lead, and develop Customer Service coworkers/Smaland co-workers. Manage individual development plans, resource planning, co-worker relations, performance, and delegate responsibilities. Identify successors and facilitate necessary training. Ensure co-workers competence on system knowledge (ISELL, SAMS, Centiro, MHS, IPOS, queuing systems, etc.), keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services. Ensure timely and accurate "How To Shop" and Services communication, meeting In Shape As New (ISAN) standards and Retail Topic Review Standards. Provide necessary supplies and equipment for co-workers. Partner with Risk & Compliance regarding Smaland cash handling, inventory, safety processes and internal audit standards. Records and reports safety concerns. Train coworkers on Smaland processes, safety requirements and payment processes. Build emotional connections with customers through empathetic interactions, leading by example and coaching others to do the same. Address escalated customer issues and leader interventions promptly with a sense of urgency.

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!

3 years of related experience. Knowledge and understanding of Customer Service standards, routines and best practices. Intermediate computer skills, knowledge of basic math and formulas. CPR and First Aid Certification preferred. Requirements Travel is required for this role. Less than 5- 25% (1 day per week on average)