Customer Experience Team Leader

IKEA; Burbank (CA); On-site; USD 39,000 - 48,000; Full time

Job summary

IKEA in Burbank, CA is seeking an experienced supervisor for Customer Relations on an hourly basis. You will lead and coach shop-floor teams across Cash Lanes, Click and Collect, Home Delivery, and related areas, ensuring a consistent customer experience and efficient operation.

You will monitor performance, analyze KPI data, and drive improvements while onboarding and developing co-workers. A strong focus on customer service standards and problem-solving is essential.

Qualifications

• 3 years of experience leading a team, preferably in a retail environment.
• Experience in retail, preferably in the home furnishing sector.
• Experience planning, driving output and measuring performance (business).
• Experience leading and developing a team, preferably in a retail environment.
• Knowledge and understanding of Customer Service standards, routines and best practices.
• Experience with problem solving and conflict handling techniques.

Responsibilities

• Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area.
• Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.
• 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.
• Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience.
• Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions.
• Hires, onboards and trains Customer Care and Carts co-workers. Directs the overall selection, onboarding, development of co-workers. Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities.
• Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems), 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.
• Identifies successor and creates as well as secures necessary training.
• Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
• Partners with Risk & Compliance to ensure adherence to policies regarding cash handling, inventory, safety and internal audit standards.

Skills

Team leadership

Retail experience

Performance measurement

Customer service standards

Problem solving

Conflict handling

Tools

ISELL

Centiro

MHS

IPOS

Job description

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

• Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area.
• Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.
• 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.
• Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience.
• Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions.
• Hires, onboards and trains Customer Care and Carts co-workers. Directs the overall selection, onboarding, development of co-workers. Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities.
• Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems), 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.
• Identifies successor and creates as well as secures necessary training.
• Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
• Partners with Risk & Compliance to ensure adherence to policies regarding cash handling, inventory, safety and internal audit standards.

Together as a team

At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We're a bunch of people who are truly passionate about people!

Job details

JOB TYPE – Hourly

HOURS 34-40 hours

SHIFTS – 5 days per week, 3 full weekends a month.

PAY - pay range for this role is between $27.51-35.00

The anticipated posting closing date is on or around 10/16

Qualifications

• 3 years of experience leading a team, preferably in a retail environment.
• Experience in retail, preferably in the home furnishing sector.
• Experience planning, driving output and measuring performance (business).
• Experience leading and developing a team, preferably in a retail environment.
• Knowledge and understanding of Customer Service standards, routines and best practices.
• Experience with problem solving and conflict handling techniques.