Back Office Assistant Last Mile | Logistics | Retail | IKEA Central

Al Futtaim Private Company (LLC); Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

IKEA Backoffice Assistant role supports customer fulfillment and home delivery processes, ensuring order timelines and accurate records. You will monitor delivery teams, post completed orders, and escalate issues to maintain a high-quality shopping experience.

Ideal candidates bring 2–3 years in last mile delivery operations, strong analytical and communication skills, and a focus on continuous process improvement within a retail logistics environment.

Qualifications

• Analytical skills for monitoring and reporting.
• Strong communication abilities for customer interaction and team coordination.
• Customer-focused mindset to ensure excellent service delivery.
• Ability to continuously improve processes and uphold team accountability.

Responsibilities

• Maintain and submit KPI reports.
• Document classification, sorting, filing and proper archiving.
• Post delivered orders handed over completed daily and follow up with stores.
• Perform daily posting reconciliation in the system based on POD and fulfillment records.
• Conduct regular spot checks and monitor team performance to ensure quality standards.
• Work to increase last mile service level and uphold shopping experience standards.
• Provide excellent customer service.
• Lead Last mile teams to ensure timely order fulfillment.
• Ensure all equipment is safely maintained and in good condition.
• Keep POD records for escalation handling.

Skills

Analytical skills

Effective communication

Customer-focused mindset

Process improvement

Education

High school or equivalent

Job description

The Backoffice Assistant plays a vital role in supporting the customer fulfillment and home delivery processes within IKEA. This position is responsible for assisting customer order outbound activities daily in a professional manner, ensuring order fulfillment aligns with customer-agreed timelines. The role includes maintaining records of delivered orders, monitoring the performance of IKEA delivery teams and taking timely actions to enhance customer shopping experiences. The Backoffice Assistant must represent the IKEA brand effectively while working to improve last mile delivery services and maintain store standards strong.

What You Will Do

• Maintain and submit KPI reports
• Ensure all system procedures are adhered to as per procedure
• Document classification, sorting, filing and proper archiving
• Post delivered orders handed over completed on a daily basis and follow up with stores service providers for the pending list
• Perform daily posting reconciliation in the system based on POD confirmation and fulfillment records
• Conduct regular spot checks and monitor team performance to ensure quality standards
• Use reason to solve problems as they arise
• Work to increase the last mile service level with OTF and maintain the shopping experience standard
• Provide excellent customer service
• Lead the Last mile teams to ensure timely order fulfillment
• Ensure all equipment is safely and properly maintained in good condition
• Check output to ensure the highest quality
• Maintain a clean work environment and comply with all safety requirements
• Keep records of POD for further customer escalation handling

Required Skills To Be Successful:

• Analytical skills for monitoring and reporting
• Effective communication for customer interaction and team coordination
• Customer-focused mindset to ensure excellent service delivery
• Ability to continuously improve processes and uphold team accountability

What Qualifies You For The Role:

• High school education or equivalent
• 2 to 3 years of experience in last mile delivery services and operations
• Familiarity with kitchen furniture delivery and assembly
• Strong analytical skills and effective communication abilities