Vacatures customer service manager

Who you are

You have the drive to develop effective skills and working methods for the benefit of IKEA and for your own personal development. You are customer-focused, make this your top priority and are able to consider the potential impact of your actions on the customer. You naturally share the IKEA vision, values and culture and are interested in Home Furnishing. You enjoy working on tactical and operational issues and analysing business opportunities from a customer and Market perspective, while being inspired by challenges and not hesitating to propose and initiate changes. You will naturally provide support and assistance to managers, staff and the organization in order to improve activities while remaining focused on customer satisfaction.
For this role, you should have 2 to 4 years' work experience in the area of expertise or a university degree (preferably in Logistics, Economics or Business Management). You communicate clearly and confidently in English. You are able to analyze figures and identify the action required. You have excellent IT skills, are familiar with Microsoft Office applications, and have experience in problem solving and improving working methods. You have a natural interest in distribution, home furnishing and the supply chain, and experience of customer service.

You will have knowledge of the following areas:

- Assignment and administration of the range, leading to excellent 'Customer Satisfaction
- Needs, requirements and expectations of customers and employees in the various Markets.
- Good knowledge of the Market in which you operate: understanding the key performance indicators used to measure the success of your own function.
- Excellent knowledge of IT systems, solutions and tools in the services business.

You are also a good team player. You are able to build good relationships within the organization and influence others in your own area of expertise using your communication skills. You are able to organize yourself well to work in a structured way, and to meet the needs of the company and customers by proposing effective solutions in the relevant area of expertise. You have a natural concern for quality and are able to complete work in compliance with procedures, quality standards and deadlines. You are results-oriented 'from start to finish': you are able to think analytically about the process in order to take action and propose solutions.

What you'll be doing day to day

The purpose of the role is to take responsibility for supporting the market Service Fulfilment team by working with IT solutions on the market, developing tools, invoicing and creating various analyses to secure a high-performing organization in the market service fulfilment network including:
• Daily operations for services connected to internal and external service partners
• Operational excellence
• Efficiency and continuous improvement
• Short and mid-term capacities
• Cost development and contribution to the cost goal
• Lead-time development
• Sustainability

You will contribute to the operations and development of the Service Fulfilment organization with a customer-centric and collaborative approach in focus and focus on delivering results with the sense of urgency, achieving and exceeding operational goals and higher efficiency on daily tasks. In this role you will also provide a subject matter expertise and advice to business leaders within Service Fulfilment processes that will contribute to the development of business and people and implement, assess standards, guidelines and policies within the own area of expertise and contribute to their development and update.
You will be:
• Responsible for creating performance reports from IT solutions to enable a high performing daily operations and an efficient distribution network
• Responsible to secure excellence in operations and quality under the scope of Service Fulfilment on the market
• Contribute to short-, and mid-term development of existing service partners through trainings in relevant IT solutions
• Responsible to define and maintain short and mid-term service and capacity parameters based on available forecasts.
• Responsible for securing accurate reporting of service costs through efficient and accurate reconciliation of invoicing of contract costs and connected analysis.
• Contribute to securing efficiency and implementing improvements on the market
• Contribute with both knowledge and expertise to optimal multichannel development and tendering activities as well as to all matrices, global initiatives and competence networks Contribute to the implementation of the Customer Fulfilment sustainability agenda for Service Fulfilment.

Your salary from €2129 gross per month.
At IKEA, in addition to your basic salary, you benefit from advantages* such as :

- Our teleworking agreement (up to 3 days per week)
- A 13th month bonus.
- A seniority bonus (over 2 years).
- Additional seniority leave (after 3 years).
- An IKEA bonus and a profit-sharing bonus to reward collective performance.
- A company savings plan and a retirement savings plan
- An advantageous company health insurance scheme from the moment you arrive
- A company restaurant (from €3 for a full meal)
- A 15% discount on your purchases at IKEA
- Up to 4 extra days off

*Some of these benefits are subject to seniority conditions.

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