Delivery Service Manager

Job Title

Delivery Service Manager

Job ID

281890

Job Location

Mumbai

Description

      

 

It takes a dream to create a successful business idea....It takes people to make dreams a reality.

 

Working at the IKEA Group means that you are part of an inspiring, fun and fast-paced environment. We’re the world’s largest home furnishing retailer, with 155,000 co-workers and operations in 43 countries, but we value working in a non-bureaucratic way. Here you can always be yourself. In fact, we actively encourage it! At IKEA, we respect each other, our differences and are open to everyone making a contribution. So no matter where you work in the world, you’ll most likely rub shoulders with a diverse group of people – with different backgrounds, special skills and a quirky sense of humour.

We offer exceptional career and learning possibilities at IKEA. Our co-workers are encouraged to try different roles, and many change between functions and countries several times in their careers. You can design your own career path according to your development plan and future goals. We believe in every co-worker’s ability to develop. Because as you grow, IKEA grows too. To start growing with IKEA, take a look at our different roles and available jobs.

 

We are currently looking for Delivery Service Manager to join our IKEA India team in Navi Mumbai

PURPOSE OF FUNCTION

To drive sales growth and sustained long-term profitability, by establishing and retaining a life-long relationship with existing and new customers. This is achieved by working in partnership with our customers and other functions to:

• Secure an easy buying process from home to home, and ensure great Home delivery

   Service  

• Understand and match customers’ needs and expectations now and in the future.

Our aim is to motivate our customers to shop with us more frequently because they trust us to make their shopping experiences successful and their visits worthwhile; as every customer counts.

OVERVIEW OF THE ROLE

  • To be the customer advocate by partnering with the Store Management team and leading the After Sales team to improve the meeting with the customer before, during and after the store visit.

  • To develop solutions to customer issues, concerns, complaints and suggestions that will balance the needs of the customer with the store operational procedures.

  • Responsible for offering service products that meet the needs of the customer and contribute to an easy buying process, before-during-after purchase.

  • The self-service concept is the base, this is complimented with a market relevant service product offer that will satisfy different customer needs of an easy buying process.

  • This leads to strengthening the main objectives of IKEA to be leader in life at home in our local market and achieve growth and sustained long term profitability. Manage and lead the staff and activities of the Home delivery Team, including recruitment, coaching, mentoring, training, scheduling, and performance management utilizing IKEA values.

  • As a member of the service business Team, establish After Sales business objectives and methods to evaluate, revise, and implement actions to reach defined goals with the customer needs as a primary focus

  • Coordinate the daily running of Services such as Picking and Delivery, Customer Sad flows and securing day to day operations of external service providers.

  • Support briefing and implementing clear prices and service communication of the service product offer relevant to my store in different media. I do this to ensure that it contributes towards increased awareness and easy buying process for the customer.

  • Contribute to the development, implementation and evaluation of the service Business Plan

  • Responsibility for defining and producing the terms and conditions of IKEA service products, for the customer. I create the handover documents securing content and tone of voice in a clear way.

  • Implement and utilizing the Service business priorities, Best Practices and Customer Service the IKEA Way documentations to secure basic operations.

  • Assisting in maintaining the price and service parameters in the sales related IT solutions such as iSell,

  • Initiate development activities to secure customers meet friendly, helpful and knowledgeable co-workers

  • Create an environment, through my own example, where the IKEA culture is strong and where the diversity of our customers and co-workers is valued.

  • Partner with the Safety & Security to ensure adherence to policies, procedures, and audits regarding inventory integrity, safety, and cash handing procedures

JOB SPECIFIC EXPERIENCE & SKILLED REQUIRED

Essentials for the role

  • Knowledge of the IKEA Concept description including our Vision and Business Idea.

  • The ability to work on strategic, tactical and operational levels cross functionally.

  • A deep understanding of the key performance measurement and follow-up tools used to develop the store and supply chain.

  • A deep understanding of the key performance measurement and follow-up tools used to develop the store and supply chain.

  • The ability to bring out the best in people and to motivate and develop the organization

  • Self-confident in expressing your own views and opinions and the ability to be ‘the voice of the customer’

MOTIVATION

  • Passion for people

  • Passion for the IKEA business and values

  • Passion for achieving results throughout the organisation

  • Motivation to interact with people at all levels of the organisation

     

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