Customer Operations Team Leader, IKEA

IKEA

Location:
United States, Paramus

Category:
Customer Service

Contract Type:
Employment contract

Salary:

26.97 - 38.00 USD / Hour

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Job Description:

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

Job Responsibility:

Leads 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

Requirements:

3 Years of experience leading a team, preferably in a retail environment
Experience in retail, preferably in the home furnishing sector
Experience planning, driving output and measuring performance (business)
Experience leading and developing a team, preferably in a retail environment

What we offer:

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

Additional Information:

Job Posted:
July 19, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Operations Team Leader