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Customer Service

4 months ago

Round Rock, United States IKEA Full time

IKEA Round Rock is actively seeking a talented retail management professional with a strong passion for customer service and retail operations. The ideal applicant will have extensive industry knowledge with at least 5 years of management experience, preferably in a high volume, fast paced retail environment.

The Customer Operations and Payments Leader has direct oversight over the frontline coworkers, home delivery and customer fulfillment teams.

**ABOUT THE JOB**

The Retail Management Store Customer Experience job function ensures an enjoyable, convenient and successful shopping and buying experience. 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.

**Key Assignments and scope of responsibilities**:
Leading and inspiring the Customer Care team to provide a seamless and positive experience for exchanges, returns and resolutions.
- Building emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
- Proactively collaborating with other functions to identify the root causes of customer issues.
- Ensuring the Customer Care team and Recovery team are collaborating on speedy and accurate logging of customer issues, returns and recall processing.
- Building and maintaining a Customer Care team and ensuring they have the tools to succeed and progress in their IKEA careers.
- Monitoring performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPIs and rook cause analysis to make future improvements.
- Ensuring customer service coworkers have the knowledge and empowerment to make decisions to enhance the customer’s experience.

**Qualifications & Key Competencies**
- At least 4 years of leadership or management experience in a retail environment
- Experience with problem solving and conflict handling techniques
- Ability to prioritize and organize my work and the work of others in order to make the most efficient use of time available.
- Ability to inspire and cultivate a coworker centric environment of engagement and empowerment

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.

Pay: $25.00 - $33.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- Vision insurance

Experience level:

- 3 years
- 5 years
- 8 years

Shift:

- 8 hour shift
- Day shift
- Evening shift

Weekly day range:

- Rotating weekends

**Experience**:

- Retail management: 4 years (required)

Ability to Relocate:

- Round Rock, TX 78665: Relocate before starting work (required)

Work Location: In person