| Having the knowledge, motivation and capability to perform in all situations the role requires
PURPOSE OF THE JOB:
To be the customers’ advocate by partnering with the Service Provider, Kitchen Sales Co-workers, Store After Sales Team and IKEA Contact Center to support, resolve and ensure installation of Kitchens and Countertops are accomplished at the highest level. To assist in developing solutions, providing feedback on all matters of installation including: planning, completeness of orders, timeliness of installation and any other kitchen customer concerns.
ASSIGNMENT (main responsibilities):
•Provides Kitchen Customer with a positive experience in the Advocacy Phase, by ensuring that the Installation Service standards are met or exceeded.
• Implements and secures the efficient response to and resolution of customer issues with both the customers and service providers.
• Handles day to day contact with the Independent Service Provider (ISP)
• Communicates with our Customer, ISP and/or Custom Countertop vendor any deviations occur during the kitchen installation process.
• Provides prioritized support and immediate response to ISP/Customer for damaged, missing, and wrong articles.
• Adheres to inventory control procedures and security policies
• Partners with managers and co-workers to influence and support the customer shopping experience by reviewing and sharing areas of opportunity and development in planning, and servicing the customer.
• Communicates to manager any customer issues/concerns resolves them.
• Communicates back to manager and matrix partners concerns or issues about provider
• Verifies and approves all Measurement, Individual Kitchen Planning, and Custom Countertop invoices (as per rules and guidelines)
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