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Customer Service Team Leader

4 months ago

Conshohocken, United States IKEA Full time

**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.
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.

**WHAT YOU'LL BE DOING DAY TO DAY**

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.
- Oversee 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.

**QUALIFICATIONS**
- 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.

Pay: $23.15 - $33.00 per hour

Expected hours: 38 - 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Weekends as needed

Ability to Relocate:

- Conshohocken, PA 19428: Relocate before starting work (required)

Work Location: In person