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IKEA Logo IKEA · Customer Service

IKEA Call Center Sales Specialist II

United States, Baltimore Employment contract 63215.00 - 90713.75 USD / Year · Job Posted May 14, 2026
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Job Description

About this work area: Secure excellent competence level among senior sales generalists in a complex skill area related to complete furnishing solutions, e.g., kitchen planning and smart lighting, by keeping them well supported, informed, trained and ensuring excellent knowledge availability. 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!

Job Responsibility

  • Share knowledge, news and ways of working connected to the area of expertise to enable Senior Sales Generalists to always have a commercial mindset and secure a great remote customer experience
  • Evaluate skill performance within the area of expertise, suggest improvement areas and via Remote Team Leaders enable Senior Sales Generalists to work on potentials and build on strengths
  • Carry out local learning delivery, as well as review and validate the content of learning
  • Collaborate with multiple stakeholders across Ingka connected to the area of expertise
  • Secure, in collaboration with Knowledge Specialists, that content connected to the area of expertise is communicated in a qualitative and accurate way
  • Training and onboarding new RCMP co-workers, additionally supporting experienced co-workers to improve their performance
  • Responsible for creating and localizing new educational material in partnership with Experience Design (XD) Team, IKEA Learning & Development, Leadership & Competence resources, and group
  • Identify Co-worker skill gaps and performance patterns providing coaching and feedback
  • Access and identify multiple learning styles to meet training needs for successful Co-worker development
  • To access and identify training needs to gain a comprehensive understanding of where co-workers may need additional development support
  • Provide customer support directly to the customer (through all remote channels including live video calls)
  • The ability to foster a positive environment to get the Co-worker excited about learning new information and skills
  • Utilize surveys, data, and recorded calls to capture to identify training/development opportunities, task related challenges, and resource tool development

Requirements

  • Minimum 3 years of related experience
  • Experience of coaching and training senior/expert co-workers
  • Fluent in English and local language, both written and spoken

What we offer

  • medical and Rx
  • dental
  • vision
  • 401k
  • meal deal
  • store discount
  • autism coverage
  • parental leave
  • pet insurance
  • education assistance
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