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Deputy Customer Support Center Manager

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IKEABaltimore, MD
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  • Job 1 of 1 Deputy Customer Support Center Manager Baltimore (White Marsh) U.S.A. Service/Call Center Full Time Regular ABOUT THE JOB Assist with leading and developing the Customer Support Center in partnership with, and under the coaching of, the Customer Support Center Manager, to ensure accessibility of IKEA products and services to the many people by offering them a multitude of ways to interact with and shop at IKEA Stores and on the IKEA website.
  • YOUR ASSIGNMENT Your tasks will include: Providing one consistent level of support no matter how the customer chooses to interact with the IKEA Brand
  • Improving overall customer interaction and ensuring alignment with the IKEA Vision, IKEA Business Idea, IKEA Human Resource Idea and the IKEA Group direction: Growing IKEA Together 2020
  • Secure a consistent, seamless positive customer experience through all channels by ensuring that the Customer Support Center always strives to fulfill the IKEA Customer motivators: "Is there something for me?
  • Is it worth it?
  • Can I trust IKEA?"
  • Develop and maintain excellent working relationships with all Global and Country stakeholders and provide regular communication.
  • Ensure that the Customer Support Center works ethically and in compliance with internal regulations and external laws including legislation relating to risk, environment, health and safety.
  • Contribute to the development and implementation of the Customer Support Center Business Plan to achieve the US Business Plan Goals; to monitor, support and provide development to the CSC Management Team to ensure functional area Business Plans that contribute to the overall CSC goals.
  • Accountable for researching local market trends, internal and external information to develop and establish operational, customer, and co-worker related goals for the CSC utilizing the supporting guides of the US Business Plan Goals in line with the IKEA vision.
  • Define and communicate business objectives and performance expectations for the CSC working to inspire others utilizing the values and culture of IKEA ensuring successes are celebrated and mistakes result in learning.
  • Analyze information and utilize input and knowledge provided by the Customer Support Center to resolve business issues to minimize liability/losses and maximize the development of the business.
  • Plan and invest resources to meet long term goals that will positively develop the business.
  • Consistently evaluate the CSC's performance and identify change initiatives to improve the business, taking into account predicted social, economical and environmental changes; change initiatives must support the business strategy.
  • Establish key relationships within the CSC, the store, IKEA US, and IKEA globally to contribute, develop and share ideas for improvement of the IKEA business.
  • YOUR PROFILE Your knowledge, skills and experience include: Bachelor's Degree in Business related field.
  • 6-8 years of broad IKEA management experience or 8-10 years high volume CSC or multi-unit retail management experience.
  • Good knowledge of how to support IKEA Customers before, during and after they have made purchases and how the Customer Support Center acts as the main support channel.
  • Passion for IKEA retailing; products, sales, people, values and culture and interest in Home Furnishings.
  • Deep knowledge of budget responsibility and a thorough understanding of profit and loss and the key performance indicators used within IKEA organizations to plan, follow up and steer the business.
  • Experience of working in a unit management role in an IKEA Organization and with a proven ability to be an ambassador for the Customer.
  • Proven experience of being a valuable contributor to Customer Satisfaction and Business Unit results.
  • Sound understanding of business and a background gained from working in a customer-focuses, fast-paced and multichannel retail environment.
  • Experienced in creating and implementing long-term strategic plans, action plans, setting budgets, providing clear direction and following goals
  • Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
  • Self-confident and assertive with the ability to influence through the use of customer insights.
  • Know how to manage complex processes.
  • Ability to identify the need for and drive change within the organization.
  • Strong organizational skills and the ability to prioritize.
  • Proven leadership abilities, and ability to coach and mentor.
  • Knowledge and understanding of Federal, State, and Local legislation regarding safety and risk management and labor relations.
  • Previous experience in competence and successor development, including managing leadership performance.
  • Computer aptitude - experience with Microsoft applications.
  • Contribute to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.
  • Contribute as a dynamic, action-oriented team leader that is self-motivated and confident in making decisions utilizing independent judgment.
  • Strong desire to ensure a safe, and efficient environment for co-workers and visitors.
  • Ability to share your knowledge and learning and collaborate with others while acting as a cultural ambassador.
  • Strong interpersonal, communications, analytical, problem-solving, and organizational skills with a highly developed service focus.
  • Strong decision-making skills with the ability to influence and act based on fast-paced and perpetually changing environment.
  • Excellent verbal and written communication skills, strong attention to detail, fluent in English (written and verbal skills).
  • High level of integrity and the ability to establish trustful relationships and commitments.
  • GROWING TOGETHER IKEA offers an exciting and empowering work environment in a global marketplace.
  • And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.
  • Additional Information: Travel: Local, domestic and international travel including overnight travel (10-30%) Position is located at IKEA Customer Support Center in Baltimore, Maryland and will offer relocation support.
  • Didn’t find the right opportunity for you?
  • You can either refine your search or save this search as a search agent to be notified when a job matches your criteria.
  • IKEA recruiters find great people through the positions we post online.
  • We hope there will be an opportunity which matches your interests very soon.
  • IKEA is an equal opportunity employer
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