Kundenservice Mitarbeiter - Teilzeit (20 Std./Woche) in Köln bei IKEA

Job ID: 208921

Date posted: 18/10/2023

Who you are

• A strong passion for selling and for exceeding customer expectations.
• Broad knowledge of sales techniques and the competition.
• Broad knowledge of the HFB range and services and how to identify and realise opportunities for add-ons, cross-selling and up-selling of IKEA products and services to fulfil customer needs and sales steering.
• Good knowledge of IKEA mandatories and concept about Range, Meet the range, Fulfilment, Affordable prices, and Customer meeting point. Broad knowledge of IKEA tools, processes (after sales processes too), and cycles. Broad knowledge of data analytics and the sales KPIs. Sales location management/sales space capacity and articles forecasting.
• Good oral and written Italian is mandatory: language training is foreseen but a good command of Italian language must be reached quickly.
• Broad knowledge of IKEA brand objectives, values, and vision.
• Ability to make things happen, priorities and make decisions by championing flexibility, speed and simplicity.
• Ability to identify business opportunities and to create a high commercial performance and measure performance of output and capture learnings to improve planning and performance moving forward.
• Good knowledge of Italian and English.

Your responsibilities

• Take for your department goals in every channels and secure that your action plan ensures the country priorities for your Home responsibility Furnishing Business (HFB) are implemented in your store. Follow up and act accordingly by using proven solutions and good examples.
• Ensure the shop is in excellent shape as new and always fully and efficiently stocked with the four merchandising basics in place, and that the IKEA product range is presented in ways that inspire and satisfy customers in every touch points.
• Apply actively sales steering to department’s top-selling products, prioritised products (e.g., overstock/övertag), and IKEA service products in every channels, with the correct forecasting and phase-in/phase-out, to maximise sales and long-term profitability. Be brave on commercial opportunities or threats to face a fast-changing business environment by monitoring the main KPIs, evaluating relevant input from your local market, investigating local customer needs and their feedbacks in all the channels and analysing stock availability.
• Be an active speaking partner with your Store Commercial team and your matrix in Service Office to have an effective collaboration between units and SO, by keeping an active eye on the competition and sharing best practises and proven solutions. Proactively work with People Planning department to have the right number of competent co-workers in the right place at the right time securing that they are fully able and available to guarantee the best customer experience to our visitors, to plan and offer a professional service with a core area approach in mind.
• Recruit, onboard & develop your team, its individual members, and their talent to have engaged co-workers and ensure a succession planning.
• Be an active player in driving an open and sharing climate, be a role model of the IKEA values and contribute to the transformation of IKEA.

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!