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Our mission in Supply Chain Operations (SCO) is to supply IKEA products to our customers in a simple, affordable, sustainable, and excellent way. Whenever our products don’t reach our customers in an excellent way, we, Quality in Supply Chain Operations, take the lead to investigate deviations, connect relevant stakeholders, and mediate the discussions to decide what to do with the inventory, manage financial implications, and enable to convey learnings into improvements. Our objective is to enhance speed and implement more effective measures for addressing quality deviations, ultimately achieving greater success in our stores through improved customer-perceived quality. To meet our customers' high expectations, we have established a global Quality Deviation Management (QDM). We, as QDM, organize and manage the quality deviation process together with our key stakeholders while always keeping customer expectations in mind.
Job Responsibility:
Analyse the reported deviations and order discrepancies, define whether they are valid deviations or not and secure collection of proper documentation for root cause analysis
Identify relevant stakeholders connected to a deviation, initiate dialogue and make available all relevant information for a decision to be made on who was the causing party and what action should be taken with affected goods (in transit and/or stock on hand)
Observe patterns and trends in deviations and initiate investigations with concerned stakeholders whenever a recurring problem occurs
Calculate the costs related to a deviation and prepare documents for the financial settlement between the causing party and the owner of the goods
Actively manage the open cases and secure the communication flow among the stakeholders until a solution can be provided and the case can be closed
Ensure utilization of applicable tools and working methods for each specific case and secure alignment within the team
Contribute to the Action Plan activities to secure goals set in line with Quality Direction and Supply Strategy are met
Be an ambassador for quality by actively sharing feedback and lessons learned from handled cases and by collaborating with team members to improve ways of working
Requirements:
knowledge of IKEA Supply Chain stakeholders and how they impact quality
knowledge of SCO Quality Direction
knowledge of ways of working with deviations, root cause analysis and claims
knowledge of claim and conflict management
knowledge of reporting and data visualization tools
knowledge of customer needs and expectations regarding quality performance
energized by a dynamic environment and navigating through unknown situations
finding the best way to solve a problem and looking for long term solutions
Setting own or team goals and investing energy and drive in reaching them
interacting and collaborating with others. Building trust and partnership to reach common goals
continuously learning and sharing knowledge
understanding the sense of urgency and a "Quality-First" mindset
What we offer:
work environment free of discrimination and harassment
flexibility to work from home when relevant
equal opportunities
considering applications from individuals with disabilities
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