杭州招聘

职位描述：
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 store functions to:
? secure an easy buying process from home to home, and
? understand and match customers’ needs and expectations now and in the future.
The 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. Every customer counts.
PURPOSE OF THE JOB
I ensure:
? our department is fast and efficient for our customers’ and cost-effective for the IKEA store.
? customer issues are handled in a reliable, efficient, accurate and friendly way.
? co-workers are supported in their daily work.
My aim is to create a positive experience for our customers, so they will want to return and shop with us again. I use the IKEA tools and expertise of my colleagues to support the store in achieving this.
ASSIGNMENT
Customers
My priority is to ensure our customers consistently enjoy a positive and successful shopping experience. I do this by:
? Keeping my areas of responsibility in shape as new.
? Keeping my work areas efficiently equipped at all times during trading hours.
? Ensuring co-workers are available and ready to help by putting customers before work tasks.
? Empowering co-workers through knowledge, confidence, trust, authority and motivation so they are always ready to support customers in the best way possible.
? Always being available to deal positively and quickly with issues raised by customers thereby supporting my co-workers when they cannot resolve a need.
? Spending as much of my working time as possible in my area of responsibility, supporting and coaching my co-workers to ensure customers leave with a positive impression of the IKEA store and want to come back and shop more frequently with us.
? Leading by example in terms of customer focus, co-operation with other departments, simplicity and giving and taking responsibility to optimise our customers’ experience in my unit.
? Following up on the department action plan and taking action to ensure we are continually focused on achieving the agreed goals.
? Ensuring my IKEA store is a safe and secure environment at all times for visitors and co-workers.
Commercial/Business
? I optimise the relationship with our customers in order to increase customer satisfaction thereby driving sales growth and sustained long-term profitability.
to our service.
? I understand the importance of accurate stock inventory and coach my team to also have this awareness and work with it in their daily roles.
? I work with my manager and my team to identify the root cause of recurring problems. We then agree and implement improved ways of working and following up to ensure we have been successful in resolving such problems for future customers. Where appropriate I work with my colleagues in other functions to implement changes that will improve our customers’ satisfaction.
? I understand the IKEA Concept and share my knowledge of it with my team. I also ensure that they are aware and have access to the appropriate Inter IKEA Systems manuals and other education tools to help maximise our customers’ shopping experience.
? I contribute to my department action plan and take ownership for my part in its delivery.
People
? Through my own example, I actively work to secure the IKEA culture by maintaining specific focus on togetherness, simplicity, constantly being on the way, cost consciousness and accepting and delegating responsibility.
? I ensure the right number of co-workers is in the right place at the right time to serve our customers and run the department successfully.
? I am readily available to help and support colleagues when needed.
? I work together with other functions to continuously improve the shopping experience for our customers in order to drive sustained long-term profitability.
? I value other colleagues’ ways of working and I learn from those who work differently to me because I understand we are most effective when we work together and amplify each other’s efforts.
? I share my knowledge with my colleagues and encourage them to do the same.
? I keep my colleagues informed so that they can perform their roles effectively.
? I am responsible for my own development and look to my manager to support me in improving my competence.
Financial
? I know the Customer Relations action plan and support the goals and targets given to me by my manager, which ensures the effective execution of our action plan.
? I know our daily and weekly service targets and this drives me to improve our service delivery.
? I have an overview of the store action plan and understand how the Customer Relations action plan supports this.
? I constantly monitor our performance against agreed goals, adapting and taking action when required.
? I understand the impact of my actions on the financial results of my area and know which results I have influence over and how to balance this with the needs of customers.
? I follow cash handling procedures to ensure money handling is securely managed.
? I look for more effective ways of working to reduce costs.
MOTIVATION
It is essential that I have the following motivations:
? The IKEA values reflect my own values and give me energy.
Version 1 August 2012 Customer Relations
Team Leader
Common retail competence profile 3
© Inter IKEA Systems B.V. 2012
? I am passionate about growing business and people together using the experience and skills of our people in the best way.
? I am driven to exceed my goals.
? I enjoy working in a fast-paced and future-oriented environment.
? I have a desire to learn and want to improve my skills, using this to the benefit of The IKEA Brand and for growing personally.
PREVIOUS EXPERIENCE AND SKILLS
Self-reliant and motivated with a proven ability to work as part of a larger team
Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available
Ability to plan staffing needs according to the customer flow
through understanding customers in a service industry
Emotional resilience and ability to handle conflict (assertive and able to remain calm when confronted with challenging situations)
Strong communication skills with the ability to adjust the style of communication to get the message across to the receiver
Confident decision-maker with common sense and attention to detail
Ability to read and understand written English
Good analytical skills 举报 分享

宜家是在全世界拥有超过十六万名员工的一家全球领先家居零售企业。由瑞典人英格瓦.坎普拉德（ingvar kamprad）于1943年在瑞典创立。
1998年宜家进驻中国市场，在上海开办第一家商场，随后陆续在北京，成都、广州，深圳，大连，南京，沈阳，天津，宁波，无锡，重庆，武汉、杭州、西安等大中城市开办商场。目前在全国已有21家宜家商场。

我们的愿景：
为大众创造更美好的日常生活！

我们的经营理念：
提供种类繁多、美观实用、老百姓买得起的家居用品。

宜家经营理念最初始于为大众提供经济实惠的家居装饰产品，而非仅为少数人服务。它将功能、质量、设计、价值结合在一起，并始终牢记可持续发展理念。从设计、采购、包装、配送到业务模式，宜家经营理念存在于公司日常运营的每个环节。我们的目标是帮助更多人创造更好的家居生活。

我们的人才理念：
为那些脚踏实地、诚实正直的人们提供发展机会，不仅是职业的发展，还有个人能力的发展。由此我们将矢志不渝地共同创造更美好的日常生活，为我们的顾客，也为我们自己。

宜家的人才理念非常鲜明地阐述了宜家的用人标准 -- “脚踏实地，诚实正直”。那些应聘者，宜家从不会对他们的性别、年龄、学历、民族、宗教信仰、生活背景等因素作具体的要求或限制，只要被证明是最适合的人选，就会被录用，并与宜家共同成长。
宜家会提供多种多样的培训机会和发展空间，并希望员工主动地承担自身的职业培训和个人发展的责任。这意味着，员工要主动地学习、尝试新的知识和工作方法，并且愿意将知识和经验分享给他人。

我们的薪酬福利
宜家创造和维持一个有竞争力的薪酬体系，以吸引和留住我们最宝贵的人力资源并给与他们合理的回报，构建完备的福利体系以适应各类员工不断增长的需求，与此同时，公司致力于为全体员工创造、提供与推动高水平的培训与提升课程。更为重要的是，透明的管理制度，平等的人际关系保证我们所有员工都能在宜家家居卖场愉快的工作。


赶快加入我们，为大众创造更美好的日常生活吧！

方式一：登陆宜家官方网站www.ikea.cn/加入我们，并在线递交简历
方式二：前程无忧在线递交简历
方式三：投递简历至 hz.hr@ikea.com， 请注明“申请职位 姓名”