About you

You are a strong leader who can lead by example. You have the ability to bring out the best in co-workers and to motivate them. You have an eagerness and passion to want to help customers. You are emphatic and able to solve problems with customer centric solutions. You are capable of planning ahead for business eventualities and unforeseen circumstances.

What’s more, we believe that you have the following knowledge, capabilities and motivation:

• Live and share the IKEA values every day
• High School Graduate
• 4 years Home Delivery supervisory experience, retail preferred
• Strong mediation and counselling skills
• Strategic, analytical and tactical abilities
• Deep knowledge of local laws and regulations concerning the labour market
• Ability to acquire and analyse local market demographics as well as economic and labour market conditions
• Excellent Communication and Interpersonal skills
• Problem solving ability
• Strong Leadership skills
• Team work and collaboration
• Computer literate

About the role
You are responsible for the management, and administration of all tasks that been assigned by the Home Delivery Manager in order to ensure flexibility in the department and meet customer expectation regarding the process of delivering the products and assembling them in short period.

Key Specific Accountabilities:

Operational

• Ensure the waiting time  and queuing policy are maintained as per bench mark
• Ensure that the agreed schedule for the day is in place to avoid queues and high waiting time.
• Support the co-workers when they cannot resolve customer’s complaints , dealing positively and quickly with the issues raised by our customers
• Pass the customer feedback to HD Manager in order to improve HD services
• Assist the Home Delivery Manager in controlling and managing the execution of pre-determined tasks within the home delivery department. 
• Ensure that the stocks available in the warehouse are sufficient to meet the delivery and assembly requirements.
• Prepare appropriate plans and schedules in order to meet Delivery and Assembly needs.
• Ensure to maintain Resolution time of cases and complaints as per bench mark 
• Collaborate with Call Centre to reduce the root cause of complaint by gap analysis.
• Assist the home delivery manager in preparing the annual budget for delivery/ assembly needs and goods flow based on the projected annual sales targets provided.
• Maintain the KPI reports and preparing an action plan for areas of concerns.
• Prepare the daily delivery and assembly schedule based on the previous day's sales and backlog.

People Management and Development   

• Motivate the home delivery staff towards achievement of work objectives. 
• Support the home delivery team to achieve their objectives by ensuring they understand the company business plan and objectives.
• Ensure all the co-workers in the department are trained in Product Knowledge, customer service training, Concept training, H&S trainings.
• Support the home delivery manager in managing the team by providing input & recommendations during the Probationary Period reviews and annually reviews.
• Monitor attendance of the home delivery co-workers and monitor sickness and other absences levels.
• Maintain the Staff Management System and generate the schedules using the system.