Customer Service Manager- Exchange and Returns

4 months ago

Burlington, Canada IKEA Full time

Who you are
- You are passionate about growing business and people together and enjoy working in a fast-paced and culture-oriented retail environment.
- You are a strong hands-on leader who knows how motivate our customers to shop with us more frequently because they trust us to make their shopping

experience successful and their visits worthwhile; as every customer count.
- You are enthusiastic about working with others; the commitment and well-being of your team members is a priority number one to you.
- You have at least 5 years of managerial experience working in a retail environment or a distribution center (exchange & returns experience is a plus, but not

necessary).
- You have a proven customer-focused mindset and can understand the needs and expectations of customers and provide solutions full of insightful home

furnishing ideas to ensure a fast, easy and customer-friendly shopping experience.
- You have excellent strategic planning and analytical skills and capable to set clear expectations and directions, create and implement short-term plans and

following up goals.

**A day in your life with us**
- Drive sales growth and sustained long-term profitability by maintaining positive stakeholders’ relationships and establishing and retaining a life-long relationship

with existing and new customers.
- Contribute to the implementation of the exchanges and returns action plan and analyse customer-related and financial key performance indicators to act with

relevant stakeholders on the root causes of customer dissatisfaction and other cost drivers.
- Ensure the exchange and returns and cash handling procedures and processes are followed, as well as the team members’ shifts are well-managed by having the

right co-workers at the right time through job rotation and job sharing.
- Manage, coach and develop competent and high performing exchange and returns coworkers who have in-depth knowledge about IKEA range and actively work

to offer alternative solutions to meet customer’s needs in a multichannel retail environment.
- Lead and manage a team that has the motivation, knowledge, and confidence to provide our customers with a quality shopping experience during high peak

periods.
- Promote a customer-focused culture throughout the unit to ensure an enjoyable overall customer experience and encourage a supportive and inspirational work

environment to foster development and succession opportunities for all fellow team members.

**Our team within ikea**

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people

JUST SO YOU KNOW

In the IKEA world, this position is officially referred to as: Exchange & Returns Manager

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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