Dispatch and Customer Service Coordinator

2 weeks ago

Brossard, Canada IKEA Full time

Why we will love you
- You have a passion for customer service and are driven by delivering a professional, efficient, and exceptional customer experience.
- You have 2-5 years’ experience in customer service roles.
- Experience in sales, call centre, and/or logistics or scheduling is an asset.
- Your communication skills are top notch; you have excellent oral and written communication skills (French & English as required).
- You’ve worked with computer programs such as Microsoft Office Suite and Salesforce and are experienced with entering data notes and looking up client information in databases.
- You have great ease working in a multidisciplinary team and are self-directed and able to complete projects with limited supervision.
- You’re detail-oriented and work with a high degree of accuracy
- At minimum, you have a High School or CEGEP diploma

**Responsibilities**:
Dispatch & Project Coordination Responsibilities:

- Support the sales process, guide the customer through the kitchen installation journey, and coordinate the overall kitchen renovation.
- Work in collaboration with Planning & Installation Consultants, Lead Cabinet Installers and Referral Partners to ensure that every site service is scheduled, staffed, and completed to the client’s satisfaction.
- Monitor and coordinate measurement, planning and installation projects before and after contract signature until after project’s full completion, working closely with customers, Planning & Installation Consultants, and Installers.
- Generate, protect, and be devoted to the highest customer satisfaction for the whole customer journey with IKEA Kitchen Services Inc.
- Perform all necessary communications with clients for all milestones during the installation process (project preparation, pre-install checklist and pre-call, post-install customer satisfaction call)
- Coordinate case resolution with all stakeholders including but not limited to Planning & Installation Consultants, Installation Technicians, RPs, Regional Managers and IKEA resolution teams and customer.
- Work with management teams in house and IKEA to de-escalate situations and find resolutions when all other avenues have been exhausted.
- Document problems as well as track common issues for continuous improvement
- Ensure appropriate installation paperwork is complete and uploaded.
- Ensure that all scheduling capacities of Planning & Installation Consultants, Assemblers, Installation Technicians, and Referral Partners while minimizing drive time, overtime, out-of-pocket expenses, and travel.
- Submit any temporary capacity adjustment requests to the Regional Manager to accommodate PTO activity.
- Cases and phone calls

Sales Responsibilities:

- In conjunction with Planning & Installation Consultants, play an active role in supporting the sales process to achieve or exceed established sales objectives.
- Follow up on sales leads as needed and close the contract sale.
- Create urgency for booking installation dates and send contracts to customer to secure installation dates.
- Follow up on all GC requests to transform into install contracts.
- Completing all training requests by Company and performing such training in accordance with requirements of Company.
- Safety first, in everything we do. Consistently follow all safety rules and precautions.

Together as a team

We are the ones meeting our customers - in our stores, online, in our catalogue and beyond. We have knowledge of the IKEA product range, local markets and customer needs and we constantly find new ways of making real connections with our customers to maximize sales and profitability. Together with thousands of colleagues around the world we’re a diverse team working for the continued global success of the IKEA Concept - a concept that helps millions of customers create a better everyday life

JUST SO YOU KNOW

In the IKEA world, this position is officially referred to as: Senior Resolutions Generalist.

Please note: This position requires the submission of a satisfactory criminal record check. A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position.

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