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Coordinateur national de processus des commandes clients H/F

Plaisir, Île-de-France Region Logistics & Supply Chain Full Time

Job description


You are passionate about providing service and support to managers, co-workers and organisation in order to improve business with focus on customer satisfaction. Being customer oriented you see the customer first and consider the impact on the customer when acting and propose solutions. You apply tactical and operational thinking when analysing business opportunities from a customer/market perspective. Naturally you share the IKEA vision, values and culture.
For this role you have a university degree in Logistics, Economics, Business Administration or related or 1-2 years’ experience in the area of expertise. You bring excellent computer skills and high proficiency in Microsoft Office. You have proven analytical and numeric skills and ability to identify required actions and experience in problem solving and improving ways of working. You also bring with you retail/home furnishing/supply chain/customer service experience and interest.

You have knowledge in following areas:

• IKEA business model and ways of working
• Knowledge of IKEA processes and customer order management leading to an excellent customer fulfilment
• Excellent understanding of processes in the area of expertise
• Understanding of the customer needs, demands and expectations in the market
• Market & industry intelligence
• Good knowledge of customer order, range and replenishment administration systems
• Good understanding and actively use all IKEA manuals
• Good understanding of the business plan process

As a person you have good collaborative mind-set in building relationships across the organisation with the ability to influence others within your own area of expertise by using good communication skills. You have high organisational skills, the ability to work in a structured way and you complete the work according to procedures and quality standards in timely manner. Your ability to respond to business and customer needs by providing effective solutions and end-to-end orientation within the area of expertise is strong.


The purpose of the job is to take responsibility for securing fulfilment on the market in an end-to-end perspective by enabling the prerequisites for excellent quality in execution:

• Secure that customer get their products delivered at wished delivery address within the agreed time, the agreed quality to the lowest possible costs
• Securing the market set-up for customer order flow from fulfilment units to the customers
• Reach excellence in securing the customer promise/demands
• Control and maintain the range and order allocation set up
• Monitor the order flow and secure a qualitative information flow to concerned parties

You will contribute to the day to day work and development of the fulfilment availability and support organisation within the market with a customer-centric and collaborative approach in focus.
In this role you will provide a subject matter expertise and advice to business leaders within Fulfilment Availability and Support processes that will contribute to the development of business and people. You will also implement, assess standards, guidelines and policy’s within the own area of expertise.

You will be:

• Responsible for seamlessly enabling daily operations and an efficient distribution network in the market by securing an end to end planning and fulfilment process through securing the market setup for customer order flow from fulfilment units to customers
• Responsible for order monitoring, deviation handling and activities connected to regular, large and exceptional orders to secure agreed goals on availability and keep lead time promise at lowest cost to exceed customer expectations
• Responsible for COD systems including investigation and troubleshooting with IT Support
• Responsible for the coordination and support of new fulfilment units connected to their orders
• Responsible for developing local improvements in working methods, systems and tools and for implementing global routines, systems solutions and ways of working with all partners in the Supply Chain, Retail and Customer Fulfilment in the market
• Contribute with both knowledge and expertise to optimal operational and multichannel development and tendering activities as well as to all matrixes, global initiatives and competence networks
• Responsible for ensuring the right information flow and effective communication to all relevant stakeholders
• Accountable for promoting and stimulating entrepreneurial orientation and contribution to development and innovation for the own organisation and total IKEA in close cooperation with the Group Functions
• Responsible for considering the parameters connected to the Customer Fulfilment sustainability agenda in the market in the order management process across all touchpoints


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!