Customer Operations Team Leader

• Lead and coach retail floor co-workers to ensure consistent customer experience and efficient operation in Cash lanes, Click & Collect, Home Delivery, Handout, and Car Loading Area
• Oversea the daily operation of the Smaland area (IKEA’s supervised play facility for children) and the daily restocking of shopping tools throughout the store
• Ensure the greeter is in place at the store entrance to actively guide and answer customers' questions
• Ensure customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome
• Monitor performance against goals, analyze customer concerns and KPIs for continuous improvement
• Recruit, onboard, train, lead, and develop Customer Service coworkers/Smaland co-workers
• Manage individual development plans, resource planning, co-worker relations, performance, and delegate responsibilities
• Identify successors and facilitate necessary training
• Ensure co-workers competence on system knowledge (ISELL, SAMS, Centiro, MHS, IPOS, queuing systems, etc.)
• Ensure timely and accurate 'How To Shop' and Services communication
• Partner with Risk & Compliance regarding Smaland cash handling, inventory, safety processes and internal audit standards
• Train coworkers on Smaland processes, safety requirements and payment processes
• Build emotional connections with customers through empathetic interactions
• Address escalated customer issues and leader interventions promptly with a sense of urgency

• 3 years of related experience
• Knowledge and understanding of Customer Service standards, routines and best practices
• Intermediate computer skills, knowledge of basic math and formulas
• CPR and First Aid Certification preferred
• Travel is required for this role. Less than 5- 25% (1 day per week on average)

CPR and First Aid Certification

• 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