Order Management Specialist, IKEA

IKEA

Location:
China, Shanghai

Category:
Logistics

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Order Management Specialist role at IKEA involves enabling daily operations, handling customer orders, troubleshooting systems, supporting fulfilment units, and participating in global initiatives. The position requires knowledge of IKEA processes, customer fulfilment, business models, and market intelligence. A key focus is improving operational methods while considering sustainability in the order management process.

Job Responsibility:

Responsible for seamlessly enabling daily operations and an efficient distribution network on the market by securing an end to end planning and fulfilment process through securing the market setup for customer order flow from fulfilment units to customers
Responsible for order monitoring, deviation handling and activities connected to regular, large and exceptional orders to secure agreed goals on availability and keep lead time promise at lowest cost and to exceed customer expectations, provide a seamless shopping experience and a great quality in meeting with the customer
Responsible for COD systems including investigation and troubleshooting with IT Support
Responsible for the coordination and support of new fulfilment units connected to their orders (e.g. showrooms, rebuilds)
Responsible for developing local improvements in working methods, systems and tools and for implementing global routines, systems solutions and ways of working with all partners in the Supply Chain, Retail and Customer Fulfilment on the market, in close cooperation and co-creation with the Group Customer Order Team to secure continuous improvement
Contribute with both knowledge and expertise to optimal operational and multichannel development and tendering activities as well as to all matrices, global initiatives and competence networks
Responsible for ensuring the right information flow and effective communication to all relevant stakeholders and for the alignment with the group organisation and other business partners and stakeholders on relevant topics
Accountable for promoting and stimulating entrepreneurial orientation and contribution to development and innovation for the own organisation and total IKEA in close cooperation with the Group Functions
Responsible for considering the parameters connected to the Customer Fulfilment sustainability agenda on the market in the order management process across all touchpoints

Requirements:

IKEA business model and ways of working
Knowledge of IKEA processes and customer order management and administration leading to an excellent customer fulfilment
Excellent understanding of processes on the area of expertise
Understanding of the customer needs, demands and expectations on the market
Market/industry intelligence: understanding of KPIs used for success measures for own function
Good knowledge of customer order, range and replenishment administration systems
Good understanding and actively use all IKEA manuals
Good understanding of the business plan process

Additional Information:

Job Posted:
May 28, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Order Management Specialist