Service Fulfilment Operations Specialist

IKEA Gruppe; Gurugram District; On-site; Confidential; Full time

Job summary

IKEA Gruppe in Gurugram is seeking an experienced Service Fulfilment professional to execute and coordinate daily operations, coordinating with external partners to ensure high-quality customer experiences.

The role emphasizes KPI monitoring, root-cause analysis, and ongoing process improvements to optimize fulfilment performance and customer satisfaction within an international team.

Qualifications

• You have 3–4 years of experience in Last Mile, Logistics, Customer Fulfilment or Field Service Operations.
• You have experience working directly with external logistics/service partners, including 3PLs/TSPs, and coordinating operational activities with them.
• You have strong analytical and numerical skills, with experience monitoring operational KPIs and identifying required actions.
• You have experience in root-cause analysis, problem-solving and implementing corrective actions for operational issues.
• You have demonstrated experience in process improvement, with the ability to identify opportunities and implement solutions that improve operational performance or customer experience.
• You have good knowledge of Service Fulfilment, Logistics or Field Service processes and understand customer needs and expectations.
• You have strong organizational and communication skills and are able to work in a structured, collaborative and customer-focused way.
• You are confident in English, both written and verbal, and have good computer skills with proficiency in Microsoft Office and relevant IT systems.
• You are self-driven, eager to learn and motivated to continuously improve ways of working.
• You are inspired by IKEA’s vision, values and culture and contribute to an inclusive and high-performing work environment.

Responsibilities

• Execute and coordinate the daily operations of assigned Service Fulfilment solutions, ensuring effective service execution and a high-quality customer experience.
• Coordinate with external logistics and service partners (3PLs/TSPs) to ensure operational performance and adherence to agreed processes and standards.
• Monitor and analyze key operational KPIs such as delivery performance, productivity, cost, quality and customer satisfaction, and take appropriate actions based on performance insights.
• Conduct root-cause analysis for operational issues, implement corrective actions and follow up to ensure sustainable resolution.
• Identify and implement process improvements that contribute to improved operational performance, efficiency and customer experience.
• Manage operational planning, configuration, capacity steering and monitoring to support optimal utilization of the fulfilment network.
• Identify improvement opportunities and contribute to better ways of working in line with standard operating procedures, IWAY, frameworks and guidelines.
• Provide first-level operational support and troubleshoot daily issues across the assigned area of responsibility.
• Work closely with Country, Group, unit and service partner stakeholders to ensure effective execution and continuous improvement of Service Fulfilment.
• Contribute to Service Fulfilment learning, knowledge sharing and competence development for relevant service partners and co-workers.
• Contribute to sustainability initiatives and the continuous development of Service Fulfilment operations.

Skills

3–4 years experience

3PL/TSP coordination

KPI monitoring

Root-cause analysis

Process improvement

Service fulfilment knowledge

Organisational skills

English proficiency

MS Office/IT systems

Self-driven

Job description

Who you are

• 1. You have 3–4 years of experience in Last Mile, Logistics, Customer Fulfilment or Field Service Operations.
• 2. You have experience working directly with external logistics/service partners, including 3PLs/TSPs, and coordinating operational activities with them.
• 3. You have strong analytical and numerical skills, with experience monitoring operational KPIs and identifying required actions.
• 4. You have experience in root-cause analysis, problem-solving and implementing corrective actions for operational issues.
• 5. You have demonstrated experience in process improvement, with the ability to identify opportunities and implement solutions that improve operational performance or customer experience.
• 6. You have good knowledge of Service Fulfilment, Logistics or Field Service processes and understand customer needs and expectations.
• 7. You have strong organizational and communication skills and are able to work in a structured, collaborative and customer-focused way.
• 8. You are confident in English, both written and verbal, and have good computer skills with proficiency in Microsoft Office and relevant IT systems.
• 9. You are self-driven, eager to learn and motivated to continuously improve ways of working.
• 10. You are inspired by IKEA’s vision, values and culture and contribute to an inclusive and high-performing work environment.

Your responsibilities

• 1. Execute and coordinate the daily operations of assigned Service Fulfilment solutions, ensuring effective service execution and a high-quality customer experience.
• 2. Coordinate with external logistics and service partners (3PLs/TSPs) to ensure operational performance and adherence to agreed processes and standards.
• 3. Monitor and analyze key operational KPIs such as delivery performance, productivity, cost, quality and customer satisfaction, and take appropriate actions based on performance insights.
• 4. Conduct root-cause analysis for operational issues, implement corrective actions and follow up to ensure sustainable resolution.
• 5. Identify and implement process improvements that contribute to improved operational performance, efficiency and customer experience.
• 6. Manage operational planning, configuration, capacity steering and monitoring to support optimal utilization of the fulfilment network.
• 7. Identify improvement opportunities and contribute to better ways of working in line with standard operating procedures, IWAY, frameworks and guidelines.
• 8. Provide first-level operational support and troubleshoot daily issues across the assigned area of responsibility.
• 9. Work closely with Country, Group, unit and service partner stakeholders to ensure effective execution and continuous improvement of Service Fulfilment.
• 10. Contribute to Service Fulfilment learning, knowledge sharing and competence development for relevant service partners and co-workers.
• 11. Contribute to sustainability initiatives and the continuous development of Service Fulfilment operations.

Together as a team

We’re the team behind the scenes that make the IKEA products available to the many people. As a diverse mix of co-workers we use our supply process expertise to balance range and space capacity with forecasting and ordering to provide customers with high availability while minimizing costs. If you’ve wonder who’s responsible for finding effective and efficient ways of picking up the products for our customers, that’s us. We’re passionate about working together to improve the customer experience at IKEA!

Studies show that members of underrepresented communities don't apply for jobs unless they're 100% 'qualified'. If this is part of the reason you hesitate to apply, we like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think.

From: 'Why Women Don't Apply for Jobs Unless They're 100% Qualified' by Tara Sophia Mohr, August 2014'