Customer Experience Team Leader 3.7 3.7 out of 5 stars Stoughton, MA $27.51
- $38.00 an hour
- Full-time Ikea us 13,768 reviews $27.51
- $38.00 an hour
- Full-time "You care about making a positive impact in the world.
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 . Join the team and start a better life for yourself." Location Stoughton Employment type Full Time Permanent Department Customer Relations Anticipated Closure Date 2026-05-28 You already applied for this job. Customer Experience Team Leader with Facebook Customer Experience Team Leader with LinkedIn Customer Experience Team Leader with Twitter Candidate profile (title) Why we will love you Candidate profile (text)
- Default language 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 your uniqueness. Join our team and start a better life for yourself. Key responsibilities (title) What you'll be doing day to day Key responsibilities (text)
- Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area.
Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome. Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements. Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience. Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions. Hires, onboards and trains Customer Care and Carts co-workers. Directs the overall selection, onboarding, development of co-workers. Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities. Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems), keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services. Identifies successor and creates as well as secures necessary training. Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same. Partners with Risk & Compliance to ensure adherence to policies regarding cash handling, inventory, safety and internal audit standards. Team vision ( title) Together as a team Team vision (text) 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! Let's connect ! Let´s connect
JOB TYPE
BENEFITS ELIGIBLE
- Yes HOURS
- 38-40 hours/week; Retail environment. Must have open availability Monday through Sunday. The full salary range for this role is $27.51
- $38.
00 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 Local section (title) Qualifications Local section (text)
- 3 years of experience leading a team, preferably in a retail environment.
Experience in retail, preferably in the home furnishing sector. Experience planning, driving output and measuring performance (business). Experience leading and developing a team, preferably in a retail environment. Knowledge and understanding of Customer Service standards, routines and best practices. Experience with problem solving and conflict handling techniques. The starting rate/ salary for this position ranges from 27.51 USD to 38 USD and will be based on relevant work experience. Why you will love us From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers. At the heart of our business, are our wonderful co-workers representing diversity in all dimensions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together. Our vision, "to create a better everyday life for the many people" inspires and guides us in everything we do. This is IKEA. What we all have in common Living our values Being your unique self, while respecting and including others A passion for home furnishing Performing & delivering while learning & developing Having fun!
