Who you are
• General understanding of IKEA business model and ways of working.
• Knowledge of IKEA processes and service business leading to an excellent customer fulfilment.
• Excellent understanding of processes and smooth communication skill set on the area of expertise.
• Understanding of the customer needs, demands and expectations on the market.
• Market/industry intelligence: understanding of KPIs used for success measures for own function and detailed oriented characteristic.
• Excellent knowledge of relevant IT systems/solutions/tools within service business or last mile business.
Your responsibilities
• Responsible for creating performance reports from IT solutions to enable a high performing daily operations and an efficient distribution network connected to service fulfilment including capacity utilisation, delivery performance and shipment life cycle with a focus on quality and a customer-centric collaborative mind-set to enable competitiveness of IKEA in a multichannel environment and support long-term growth and profitability.
• Responsible to secure excellence in operations and quality under the scope of Service Fulfilment on the market through securing proper system setup for services, monitoring and reporting and clear connected communication with service partners to exceed customer expectations, provide seamless shopping experience and a great quality in meeting with the customer.
• Contribute to short-, and mid-term development of existing service partners through trainings in relevant IT solutions and for providing first line IT support towards service partners in daily business to secure that the service partners have the knowledge to perform their tasks to represent IKEA well and provide and excellent quality in the meeting with the customer.
• Responsible to define and maintain short and mid-term service and capacity parameters based on available forecasts.
• Responsible for securing accurate reporting of service costs through efficient and accurate reconciliation of invoicing of contract costs and connected analysis.
• Contribute to securing efficiency and implementing improvements on the market by supporting the development of operational processes, and developing tools and ways of working in line with daily operational requirements in cooperation with relevant stakeholders to reach excellence in execution and exceed customer expectations.
• Contribute with both knowledge and expertise to optimal multichannel development and tendering activities as well as to all matrices, global initiatives and competence networks Contribute to the implementation of the Customer Fulfilment sustainability agenda for Service Fulfilment.