Customer Service / Guest Services Leader

IKEA Baldwin, FL 2019-07-10

This manager will oversee Front-end operations (cashiers), Home Delivery team and Return & Exchange teams.


The Retail Management Store Customer Experience job function ensures an enjoyable, convenient and successful shopping and buying experience that leads to increased sales and sustained long-term profitability, as well as establish and retain a life-long relationship with existing and new customers. Optimizes the IKEA shopping experience to secure satisfied customers and increase sales. This job is also accountable for motivating, leading, and inspiring others to enhance customer satisfaction by managing payment, returns, home delivery, product handover, car loading, complaints and claims efficiently and with empathy.

YOUR ASSIGNMENT: Your tasks will include:

  • Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the After Selling, Returns, Cash lanes, Home Delivery, Handout and Car Loader Area.
  • Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.
  • Ensures co-workers are recognized for exemplary service to customers.
  • Assists in the development of solutions for customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision.
  • Secures accurate money handling (voids, price overrides, etc.) and oversees money handling security routines.
  • Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI’s and root cause analysis to make future improvements.

YOUR PROFILE: Your knowledge, skills and experience include:

  • 3-5 years of leadership or management experience in a retail environment
  • Passion for home furnishings.
  • Ability to handle customer inquiries.
  • Ability to prioritize and organize my work and the work of others in order to make the most efficient use of time available.
  • Experience of managing and developing a team, preferably in retail environment.
  • Ability to inspire and effect change.

Job Type: Full-time

Salary: $35,000.00 to $48,000.00 /year


  • retail management: 5 years (Required)
  • big box retail management: 5 years (Preferred)

Additional Compensation:

  • Bonuses
  • Store Discounts


  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off
  • Flexible schedule
  • Parental leave
  • Professional development assistance
  • Tuition reimbursement


  • Monday to Friday
  • Weekends required
  • Holidays required
  • Day shift
  • Night shift
  • Overtime
  • 8 hour shift
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