Customer Service Leader

IKEA North America Services, LLC Tampa, FL
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 : Full time hourly leadership position working 38-40 hours/week requiring open availability.

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,

* 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

* 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 318827BR Removal Date 05/28/2018

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