Service Fulfilment Operations Specialist
IKEA Group
Haarlem, North Holland
5 dagen geleden


CUSTOMER FULFILMENT Do you want to be part of fulfilling customers’ dreams? Come and join Customer Fulfilment. Customer Fulfilment (CFF) plays a fundamental role within Retail in achieving the IKEA goal of becoming a multichannel retailer.

Customer Fulfilment acts as a fully integrated function, with an end-to-end approach to develop our business, having customers’ needs at heart.

We are focusing on contributing to a seamless shopping experience for the many people with great quality across all touchpoints.

The Service Fulfilment operations function within CFF is responsible for operational excellence, performance and development of the fulfilment of affordable core services, resulting in a relevant, effective and sustainable service offer to perform with excellence with the customer needs in focus.

ABOUT YOU You are eager and self-driven to constantly develop and demonstrates a willingness to develop skills and effective ways of working to benefit IKEA and personal growth.

By being customer oriented you see the customer first and consider the impact on the customer when acting. You naturally share the IKEA vision, values and culture and have an interest in home furnishing.

You enjoy applying tactical and operational thinking for analysing business opportunities from customer / market perspective and inspired by challenging situations and not hesitant to propose and initiate changes.

Providing service and support to managers, co-workers and organisation in order to improve business with focus on customer satisfaction come natural to you.

For this role you should have a university degree in preferred Logistics, Economics, business administration or 1-2 years’ experience in area of expertise.

You are a confident and clear communicator in English and have proven analytical and numeric skills and the ability to identify required actions.

You bring with you excellent computer skills and high proficiency in Microsoft Office and experience in problem solving and improving ways of working.

You have a natural interest in Retail / home furnishing / supply chain / customer service experience. You have knowledge in the following areas : · IKEA business model and ways of working · Knowledge of IKEA processes and service business leading to an excellent customer fulfilment · Excellent understanding of processes on the area of expertise · Understanding of the customer needs, demands and expectations on the market · Market / industry intelligence : understanding of KPIs used for success measures for own function · Excellent knowledge of relevant IT systems / solutions / tools within service business As a person you have a good collaborative mind-

set in building relationships within the organisation with ability to influence others within the own area of expertise by using communication skills.

You have high organisational skills and ability to work in a structured way and the ability to respond to business and customer needs by providing effective solutions within the area of expertise.

You have a natural focus on quality and the capability to complete the work according to procedures and quality standards in timely manner.

You use your end-to-end orientation to apply analytical process oriented thinking when acting and propose solutions.


ABOUT THE JOB The purpose of the role is to take responsibility for supporting the market Service Fulfilment team by working with IT solutions on the market, developing tools, invoicing and creating various analyses to secure a high-

performing organisation in the market service fulfilment network including : · Daily operations for services connected to internal and external service partners · Operational excellence · Efficiency and continuous improvement · Short and mid-

term capacities · Cost development and contribution to the cost goal · Lead-time development · Sustainability You will contribute to the operations and development of the Service Fulfilment organisation with a customer-

centric and collaborative approach in focus and focus on delivering results with the sense of urgency, achieving and exceeding operational goals and higher efficiency on daily tasks.

In this role you will also provide a subject matter expertise and advice to business leaders within Service Fulfilment processes that will contribute to the development of business and people and implement, assess standards, guidelines and policies within the own area of expertise and contribute to their development and update.

You will be : · Responsible for creating performance reports from IT solutions to enable a high performing daily operations and an efficient distribution network · Responsible to secure excellence in operations and quality under the scope of Service Fulfilment on the market · Contribute to short-

and mid-term development of existing service partners through trainings in relevant IT solutions · Responsible to define and maintain short and mid-

term service and capacity parameters based on available forecasts. · Responsible for securing accurate reporting of service costs through efficient and accurate reconciliation of invoicing of contract costs and connected analysis.

  • Contribute to securing efficiency and implementing improvements on the market · Contribute with both knowledge and expertise to optimal multichannel development and tendering activities as well as to all matrices, global initiatives and competence networks Contribute to the implementation of the Customer Fulfilment sustainability agenda for Service Fulfilment.
  • In this role you will report to the Service Fulfilment Operations Manager. If you have job specific questions please contact Jeroen ter Heerdt at jeroen.

    heerdt This role is located in Haarlem, The Netherlands


    We appreciate your application as soon as possible, but please no later than the 21th of September 2019. An online assessment such as PI and / or PLI may be part of the application process.

    Some interviews may be conducted over SKYPE (if needed to reduce travel). If you have any concerns or questions about the recruitment process, please don't hesitate to contact us at michiel.

    dijl We are looking forward to your application!

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