RCMP Senior Customer Support Coordinator

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 share your uniqueness. Join our team and start a better life for yourself.

To contribute to the growth strategy for the US, RCMP and the Country Services Plan by securing a positive shopping experience for our Customers through our Service Offer. •Implement and demonstrate operational task and relevant KPI’s to ensure performance in the ways of working and governance needed to secure safe services for IKEA co-workers, vendors and customers •Provide qualitative customer support in all remote channels, including live video calls, to secure a great customer experience, thus building trust in IKEA brand •Prioritize the planning, scheduling, dispatching and pre-installation task optimization to secure the customer, together with IKEA Kitchens and Complex Systems Installations in a multi-systems environment •Share knowledge, collaborate and support internal and external partnerships to deliver customer service representative of IKEA culture and values •Capture customer activity via call logging, IKEA data management systems and share relevant customer insights to enable other parts of Ingka to improve the customer experience •Provide remote customer support for complex and/or escalated resolutions cases balancing market specific legal aspects, IKEA policies and customer satisfaction to find an appropriate solution •Actively participate and seek training and development pertaining to new and existing IKEA products, systems, processes and services to stay up to date with commercial priorities and activities thus maintaining ability to contribute to sales directly and indirectly •Collaborate, and update cross functional areas of RCMP, stores and sites on services, customer experience, and market relevant updates associated with securing positive customer experience • Approach customers with a customer-centric mindset and true empathy to maximize customer satisfaction •Make use of conflict management techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention

We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.

•Minimum 2 years of experience in customer resolutions, complex scheduling, within a multi-systems environment • Solutions-oriented with strong home-furnishing interest • Proven skills of after sales customer care and understanding customer needs, policies and regulations • Strong social skills and driven by working with people • Strong communication skills, verbal and written in local language If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.

JOB TYPE: Permanent, Hourly, Full-time PAY RANGE: $19.57-$30.58, offer range is $19.57-$22.51. AVAILABILITY REQUIRED- Open availability Monday through Sunday is required. HYBRID WORKPLACE: Up to 3 days onsite at the RCMP in Nottingham, MD and other days remote. 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 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