Customer service manager

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.

What you'll be doing day to day

As a Customer Service Manager, leading and inspiring a team to optimize the IKEA shopping experience, you will:



Lead the Customer Service Team to ensure co-workers can assist customers, prioritizing their needs over working tasks. Supervise and guarantee daily operations align with established processes.

Track performance against goals, adapt, and take action as needed. Analyze customer concerns, KPIs, and root causes for continuous improvement.

Share insights with the Field Customer Experience Advisor on HD capacity, pricing, forecast requirements, and needs in the service products area. Provide information on performance and challenges.

Foster a customer-centric team environment that leads with empathy and empowers co-workers to swiftly resolve issues, create satisfied customers, and acknowledge outstanding service.

Address escalated customer issues that cannot be resolved at a co-worker level. Ensure a seamless customer flow at the checkout area and implement IKEA's return policy.

Collaborate with Safety & Security to uphold policies, procedures, and audits for inventory integrity, safety, cash handling, and internal audit standards.

Ensure the implementation of working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions.



Manage secure and monitor Smaland is working according to internal, global and national rules and policies. Assures the safety and well being of the children is of utmost importance.

Ensure co-worker competence on system knowledge (SAMS, ISELL, IPOS, COGNOS, etc.). Follows cash handling procedures to ensure money handling is securely managed.

Contribute to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.

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!

Apply now!

JOB TYPE: Full time, permanent
BENEFITS ELIGIBLE: Yes

The salary range for this role is $71,486- $104,006

At IKEA, taking care of our co-workers and their dependents is a top priority. That's why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!

*Generous paid time off, holiday and sick time
*WiselyPay - get earned wages up to two days early
*Paid parental leave (up to 16 weeks)
*KinderCare tuition discount  
*Retirement and bonus plans
*Co-worker discount, meal deal, and referral bonus
*Pet insurance program
*Education assistance and learning programs
*Safety shoe reimbursement
*24/7 telehealth visits
*Dental and vision plans
*Medical and Rx plans (must work min. 20 hrs/wk)
*A fun and inclusive work environment

Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role.

QUALIFICATIONS

5 years of related experience.

Previous retail selling experience preferred.

Passion for home furnishings and ability to inspire and effect change.

Experience actively selling through understanding customers and their needs.

Experience managing and developing a team, preferably in retail environment.