Exchange & Returns Team Leader

**Job ID**: 260459

**Date posted**: 07/10/2024

**Why we will love you**
- Working in a fun and energetic environment makes you excited; we work efficiently and as a team to deliver a distinctive and delightful customer experience.
- You have a passion fueled with a big ‘can-do’ attitude - you develop and inspire your co-workers and, together with your team, you provide our customers with a fun and hassle-free shopping experience.
- You love challenges and capable to prioritize and organize your work and the work of others in order to make the most efficient use of the time available.
- You have at least 3 years of customer service work experience in a fast-paced retail environment or a distribution center (exchange & returns experience is a plus, but not necessary).
- You have a genuine interest and knowledge of home furnishing, can handle long queues, assess customers’ issues and deliver solutions with compassion and understanding.
- Leading by example is important to you.

**Your responsibilities**
- Lead a team that has the motivation, knowledge, and confidence to provide our customers with a quality shopping experience.
- Ensure that we listen to our customers, use our knowledge of our product range to offer them informed solutions and analyze their feedback to identify the root causes of issues that may negatively impact the services we offer.
- Develop, communicate and implement result-oriented department where the IKEA Culture is a strong and living reality.
- Stay up to date with IKEA product knowledge, our in-store and online specials, any updates on returns and exchange policies or customer relations action plans.
- Support the team members in serving customers during high peak periods and ensuring that they leave with a positive experience.
- Plan staffing according to the customer flow and ensure there is the right number of co-workers in the right place at the right time to run the returns and exchange area successfully.

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

**Why you will love us**

Here at IKEA, we want to ensure that we are creating a better everyday life for the many people, including our co-workers. We also believe that a job should be so much more than a job. That’s why we focus on having an inclusive work environment where we celebrate your uniqueness, live our values, and ensure that we walk the talk when it comes to co-worker development. In addition, we offer a comprehensive Total Rewards package to all co-workers including:

- Wellness days (in addition to your vacation days)
- Extended health, dental, and vision coverage (for you and your family)
- RRSP with IKEA contribution matching options
- Eligibility for our annual IKEA bonus incentive plan
- Flexible spending account
- Life insurance
- Merchandise and restaurant discounts (plus free drinks and different healthy meal options in the co-worker restaurant, where available)
- Parental leave
- Bereavement leave
- Employee assistance program (that helps you support your mental, physical, and financial wellbeing)

The starting rate/salary for this position is $ 53.000.

P.S. In the IKEA world, this position is officially referred to as: Exchange & Returns Team Leader.