Service Fulfilment Operations Specialist, IKEA

IKEA

Location:
China, Shanghai

Category:
Logistics

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Customer Fulfilment (CFF) is a fundamental part in making IKEA omnichannel retailing a reality. To support IKEA in achieving business objectives, CFF acts as a fully integrated, process-oriented organisation with an end-to-end approach to develop our business and deliver results across functions together with our partners. We are focusing on providing seamless and excellent customer experience with great quality in all touchpoints for the many people. Service Fulfilment function will contribute to this objective by being accountable for the operational excellence of services fulfilment together with our service partners & co-workers, accountable for optimizing administration & planning enabling effective service execution, responsible to implement developed capabilities and secure the continuous improvement of services fulfilment, contributor to a great customer experience and an affordable service offer by responsibly securing high performance and excellence in operations at the lowest possible cost per service.

Job Responsibility:

Responsible for the daily operation of assigned solutions according to market needs enabling Service Fulfilment and excellence in operations
Responsible to identify improvement opportunities and contribute with subject matter expertise to improved ways of working according to the standard operating procedures, IWAY, agreed frameworks and guidelines
Responsible for the operational configuration, planning and monitoring, capacity steering and contributing to an optimal utilisation of the fulfilment network
Responsible to analyse Service Fulfilment excellence measurements to continuously improve the efficiency in service execution and enable an excellent quality in the meeting with the customer
Responsible for trouble shooting, first level support of daily operations and conducting problem root cause analysis to support optimizing the fulfilment of home furnishing services
Responsible to cooperate with key partners on Group and Country level and/or units while representing Service Fulfilment in related meetings
Responsible for the analysis of the Customer Fulfilment sustainability agenda to continuously improve the efficiency within the area of responsibility
Responsible to contribute to an inspiring and high performing Service Fulfilment team including communication, flexibility, performance culture, competence development and a work environment which supports equality, diversity, inclusion and well-being
Contribute to the Service Fulfilment learning offer to secure that all dedicated service partners have the knowledge to perform their tasks
Contribute to promoting and stimulating entrepreneurial orientation and to development and innovation for the own organisation and Service Partners

Requirements:

University degree (Logistics, Economics, Business Administration or related) or 1-2 years’ experience in the area of expertise
Experienced in supply chain, execution of field service and customer service
Confident and clear communication on English both written and verbal
Excellent computer skills and high proficiency on Microsoft Office
Proven analytical and numeric skills and ability to identify required actions
Experience in problem solving and improving ways of working

Additional Information:

Job Posted:
July 01, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Fulfilment Operations Specialist