Senior Customer Support Coordinator, IKEA

IKEA

Location:
United States, Baltimore

Category:
Customer Service

Contract Type:
Employment contract

Salary:

56778.00 - 82328.25 USD / Year

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Job Description:

Contribute to the growth strategy for the US, RCMP and the Country Services Plan by securing a positive shopping experience through customer service. This includes operational task implementation, providing qualitative customer support, sharing knowledge to support partnerships, resolving escalated cases, collaborating across functions, and participating in training to maintain commercial priorities. The role emphasizes empathy, conflict management, and a customer-centric mindset.

Job Responsibility:

Implement and demonstrate operational task and relevant KPI’s to ensure performance in the ways of working and governance needed to secure safe services for IKEA co-workers, vendors and customers
Provide qualitative customer support in all remote channels, including live video calls, to secure a great customer experience, thus building trust in IKEA brand
Prioritize the planning, scheduling, dispatching and pre-installation task optimization to secure the customer, together with IKEA Kitchens and Complex Systems Installations in a multi-systems environment
Share knowledge, collaborate and support internal and external partnerships to deliver customer service representative of IKEA culture and values
Capture customer activity via call logging, IKEA data management systems and share relevant customer insights to enable other parts of Ingka to improve the customer experience
Provide remote customer support for complex and/or escalated resolutions cases balancing market specific legal aspects, IKEA policies and customer satisfaction to find an appropriate solution
Actively participate and seek training and development pertaining to new and existing IKEA products, systems, processes and services to stay up to date with commercial priorities and activities thus maintaining ability to contribute to sales directly and indirectly
Collaborate, and update cross functional areas of RCMP, stores and sites on services, customer experience, and market relevant updates associated with securing positive customer experience
Approach customers with a customer-centric mindset and true empathy to maximize customer satisfaction
Make use of conflict management techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention

Requirements:

Minimum 2 years of experience in customer resolutions, complex scheduling, within a multi-systems environment
Solutions-oriented with strong home-furnishing interest
Proven skills of after sales customer care and understanding customer needs, policies and regulations
Strong social skills and driven by working with people
Strong communication skills, verbal and written in local language

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:
September 12, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Customer Support Coordinator