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Teammanager Customer Relations - Services Quality (36h)

Utrecht, Provincie Utrecht Customer Relations Full Time

Job description


More and more we sell our products together with services, which is putting new demands on the area of picking and transport services in our store. We want to invest in the operational performance of this area to secure profitable growth today and tomorrow. We are looking for a strong and dedicated leader who is able to impact the performance on both quality in meeting the customer and last mile delivery cost from day one. In this role you are accountable for the transport and backline team. Together with the team and your partners in the store you deliver a fantastic customer experience and the best last mile cost performance in NL. You secure high quality through optimising our fulfilment services on a daily base, always taking into account efficiency, quality and cost. You take the lead and act with speed to secure operational excellence and performance, together with your parners, while always having the customer needs centric. Securing service performance according to set KPI’s to create a great customer experience. You deliver today and secure we can deliver tomorrow by doing recommendations on new ways of working, keeping it simple and always acting with speed. You lead the way in building high performance at lowest cost, long-term profitability and working together with your different partners in the store such as Logistics and Customer Service. Prerequisites: - Minimum of HBO work and thinking level - You are an inspiring coach, reaching results through and with your team and support them in developing - You will be working between 8 am and 10 pm, also during the weekend - You love working in a hectic and constantly changing environment - You are eager - You deliver results from day one, from the shop floor and with the team, always with a hands-on mentality - You are entrepreneurial and not afraid to take decisions - You speak Dutch


You are responsible for: - end to end customer and cost performance in store picking and transport services - profitability development in local customer delivery - leading and developing people, being responsible for the transport and backline team - team performance to secure high performing daily operations - daily operations connected to external service partners performance Assignment Set a high operational standard in quality of picking and transport services, always customer-centric and thereby minimize the impact of picking and transport services on the cost frame. You are reporting to the Customer Relations Manager. How does your day look like? You start at 8:00 with the handover of orders to our transport partner. During this handover you check the ways of working on both sides and define potentials. After that you prepare the next handover and solve customer complaints. Based on customer insights and transport partner KPI's you create actions to implement and create better results. During the day you will align with your partners in the store and connect to the quality department of our transport partner to discuss some findings and create actions. Around 15:00 you have a follow up talk with a co-worker and at the end of the day you have a job interview for a possible new team member. Every week you will deliver a report on your findings, results & potentials for coming weeks, you discuss this report with the Customer Relations Manager.


IKEA Utrecht is one of the biggest store in The Netherlands. At IKEA Utrecht we daily help 3.000 customers at the checkout and around 6.000 customers at peak days! Together with more than 450 colleagues we strive each day to give our customers the best shopping experience possible!


If you are coming to work with us in this role, you can expect: - A salary between 2300 en 3400 euro per month depending on work experience, allowances during evenings and weekends and a 13th month; - Free travel with public transport; - An informal and open working invironment in which your personal development is very important. Do you see yourself in this role? Great! Please apply through this website. Upload your resume and please answer the following questions in your letter: - What achievement in the past are you most proud of and why? - Why are you the talent we are looking for? - What attracts you the most in this vacancy? An integrity check through the ‘waarschuwingsregister Stichting Fraude Aanpak Detailhandel’ is part of the application procedure. We are looking forward to your application!