Who you are
• You have a minimum 2-3 years’ experience from working in a customer-facing assignment related to customer services, product quality & recovery or from a sales assignment in a retail environment • You can see the big picture, have an analytical/common sense approach • You’re self-motivated with a proven ability to work as part of a team as well as independently • You have experience in creating and implementing solutions and following up goals • You can solve problems or find new ways of working by identifying better solutions and/or ideas • You have experience in reporting based on customer perceived Product Quality and Safety issues • You understand the impact of Product Quality and Safety work in Retail on the IKEA Brand • You have experience in indirect leadership towards colleagues and stakeholders • You can communicate confidently and clearly in English • You can lead through people by demonstrating high leadership capabilities • You have excellent networking, interpersonal and communication skills • You can empathise with the customer while having a cost-conscious and sustainable approach to business • You can independently take well-founded decisions • You can prioritize and work on many different tasks at the same time • You have good PC/computer literacy (knowledge of MS Office with strong focus on excel) • You have a good knowledge of store operations • You have extensive knowledge of IKEA products/range • You have a good knowledge of IKEA supply chain • You have a good understanding of how product quality, safety and compliance issues affect the IKEA Brand
What you'll be doing day to day
• Be the main contact person for product quality and safety related activities and inquiries in the customer meeting point • Work proactively to create product quality and safety awareness in the unit – Communicate product improvements, product update information and other relevant information concerning product quality & safety in the customer meeting point • Educate co-workers on what product quality and safety is and how to detect and report issues. Provide feedback on the reports raised by co-workers, and continuously look at how to improve upon the quality of the reporting • Work pro-actively across functions to improve customer’s product quality experience, improve the quality and safety of the products on display, and reduce product quality related costs and product safety related risks • Act as an ambassador for our customers’ product experience and ensure timely reporting of any product safety, compliance or quality deviations, incidents, and risks in the IKEA product deviation reporting system • Establish efficient and effective ways of working in the unit to block & sales stop IKEA products with identified product safety and/or quality deviations, thereby preventing any sales stopped, defect or recalled products from reaching our customers • Support authority visits/inspections and execute agreed actions during the visit (such as blocking of products) and ensure timely reporting of case in the IKEA product deviation reporting system and inform Market Product Compliance • Follow-up on pending claims & product quality credits and execute timely stock correction actions on claims, once they are decided - following company policies, routines, and environmental laws and regulations when disposing of goods • Promote the IKEA social and environmental commitment and work with your team to understand how, together, you can contribute to sustainability and circularity • Support the Product Quality & Recovery Manager by indirectly leading the team together with the other specialists, by assigning tasks and supervising the daily o
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!
The starting rate/ salary for this position ranges from 48,000 CAD to 55,000 CAD and will be based on relevant work experience.
