Customer Service Team Leader (Returns and Resolutions) - #1401309

JOB TYPE – Regular, Full-time, Hourly Team Leader; In Location, Onsite; Retail, Supervisor, People and Business Management, Home Furnishing; Customer Service, Returns, After Sales, Customer Resolutions

HOURS – From 38 to 40 hours per week (HL4)

SHIFTS – Fully open work schedule availability including evenings and weekends required; Operations generally range between the window of 8am to 10pm; Minimum one weekend off per month; Work schedules are published one month in advance

PAY – The starting rates/salary for this position range from $26.97 to $38.50 and will be based on equivalent work experience

POSTING – The anticipated closing date is on or around 04/28/25

BENEFITS ELIGIBLE? – Yes

At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!

*Generous paid time off, holiday and sick time
*WiselyPay – get earned wages up to two days early
*Paid parental leave (up to 16 weeks)
*KinderCare tuition discount  
*Retirement and bonus plans
*Co-worker discount, meal deal, and referral bonus
*Pet insurance program
*Education assistance and learning programs
*Safety shoe reimbursement
*24/7 telehealth visits
*Dental and vision plans
*Medical and Rx plans (must work min. 20 hrs/wk)
*A fun and inclusive work environment

POLICY – Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role."

WHAT YOU'LL BE DOING DAY TO DAY
Leading and inspiring the Customer Care team to provide a seamless and positive experience for exchanges, returns and resolutions.

• Building emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
• Proactively collaborating with other functions to identify the root causes of customer issues.
• Ensuring the Customer Care team and Recovery team are collaborating on speedy and accurate logging of customer issues, returns and recall processing.
• Leading and contributing to store meetings and forums.
• Building and maintaining a Customer Care team and ensuring they have the tools to succeed and progress in their IKEA careers.


At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!


You have a passion for delighting customers. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

QUALIFICATIONS
3 Years of experience leading a customer service team, preferably in a retail environment.
Experience with problem solving and conflict handling techniques
Experience planning, driving output and measuring performance

Leading and inspiring the Customer Care team to provide a seamless and positive experience for exchanges, returns and resolutions.

• Building emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same.
• Proactively collaborating with other functions to identify the root causes of customer issues.
• Ensuring the Customer Care team and Recovery team are collaborating on speedy and accurate logging of customer issues, returns and recall processing.
• Leading and contributing to store meetings and forums.
• Building and maintaining a Customer Care team and ensuring they have the tools to succeed and progress in their IKEA careers.