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. Keep an eye on Cash Lanes, Full Serve Handout (FSHO), and Click and Collect (C&C) processes
• 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.), 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
• Ensure timely and accurate 'How To Shop' and Services communication, meeting In Shape As New (ISAN) standards and Retail Topic Review Standards. Provide necessary supplies and equipment for co-workers
• Partner with Risk & Compliance regarding Smaland cash handling, inventory, safety processes and internal audit standards. Records and reports safety concerns
• Train coworkers on Smaland processes, safety requirements and payment processes
• Build emotional connections with customers through empathetic interactions, leading by example and coaching others to do the same. 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