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Retail Customer Service Department Leader - Cash Operations

Company: IKEA
Location: Palo Alto
Posted on: November 19, 2021

Job Description:

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. Its the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.ResponsibilitiesLeads 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..Job Type: Full-timePay: $25.00 - $33.00 per hourBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programEmployee discountHealth insuranceLife insurancePaid time offParental leaveProfessional development assistanceReferral programRetirement planVision insuranceSchedule:8 hour shiftDay shiftMonday to FridayNight shiftWeekend availabilityCOVID-19 considerations:All customers and co-workers are required to wear mask, daily temperature checks, social distance, curbside pick up available and surfaces are sanitized regularly. etc...Education:High school or equivalent (Preferred)Experience:Customer service: 4 years (Preferred)Retail management: 3 years (Preferred)Work Location:One locationWork Remotely:NoWork Location: One location

Keywords: IKEA, Palo Alto , Retail Customer Service Department Leader - Cash Operations, Hospitality & Tourism , Palo Alto, California

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