Customer Relations Team Leader

IKEA Group•Bayamon, PR

1d•Onsite

About The Position

Do you want to create a better day-to-day for most people? If you are a person motivated by change and growth, and you are attracted to an environment of continuous improvement, this is your opportunity! Your mission will be to guarantee an excellent experience for all our clients and visitors in the IKEA way, through the coordination of the team of collaborators.

Requirements

Immediate availability
Experience in similar positions
Immediate availability

Responsibilities

Guarantee the Customer Experience Map according to the standards defined in the Customer Academy.
Ensure the performance of daily routines to safeguard the shopping experience of our clients and visitors, ensuring Ways to Shop, safety, ISAN, availability and replenishment of shopping tools, among others.
Oversee the correct resolution of incidents according to the standard defined in Customer Academy, ensuring customer satisfaction with the solution and management provided.
Ensure the flow of communication with the Service Auditor (Logistics) to ensure the excellent happy flow of transport services according to the standards of the Service Guide for all CMPs.
Ensure the correct management of logical and physical warehouses in Bitboxer (purchasing management), informing the Manager in case of incidents.
Analyze department KPIs and design, together with the Manager and Deputy Manager, action plans that contribute to continuous improvement and share them with the Customer Relations team.
Participate in the planning of the daily activity calendar planned in Smäland, to ensure quality service according to the Customer Academy standard.
Coordinate with the Manager and Deputy Manager of the area the team of collaborators, organizing tasks, schedules, vacations, leaves, etc., taking into consideration pick hours and days to ensure that the adequate number of collaborators is available to guarantee excellent service in all Customer Relations areas.
Ensure the development of the team, carrying out development talks and monitoring the action plans defined to align people's development with the organization's objectives and needs.
Ensure and guarantee that the team is trained under the Customer Academy standard, identifying their development areas and proposing training actions for updating and retraining.
Be the voice of the customers, conveying their needs and expectations, so that their point of view is taken into account in all teams and forums (Commercial Team Junior, Roll Call, among others) and actions can be created that contribute to the customer experience and satisfaction.
Foster and represent the IKEA Tone of Voice with other departments and areas of the organization, and ensure effective communication within the area, using all the resources at our disposal.
Act as Duty when the organization requires it.
Provide support to all areas of the Customer Relations department when necessary.
Team Leaders of Santo Domingo and Puerto Rico in the checkout area will also perform the following functions: Ensure the adequate management of the checkout area, following the procedures defined by the Economy and Customer Academy area, reporting to the manager and deputy if there are incidents and communicating process improvements.