customer contact centre specialist (service Operations), ikea philippinesIkea

Company Description
The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand - and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.
We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.
Job Description
About the job
You are the go to person for IKEA Transport & Services matters in the context of Customer Contact Centre operations. You will be responsible to ensure that all transportation and service related aspects are addressed, trends are identified and reported in key meetings and you are to ensure that the operational transport processes are functioning at its optimal.
Your assignment
· You will work proactively with relevant stakeholders in each designated markets to address transport service provider's performance issues impacting customers' service level.
· You will be the designated Customer Contact Centre contact point for all transportation & services related matters.
· You are responsible to monitor and oversee Transportation Service Provider related issues on a trend basis (eg. E-mails interactions & CRM cases)
· You will be responsible for the day-to-day capacity maintenance in MVBC system.
· You will report to and work with the Customer Contact Centre's Business Intelligence Manager to create performance and data reports. You are to represent CCC in presenting transport related data analysis in SO service operation and JMR meeting platforms.
· You are responsible to conduct capacity utilization analysis and to provide such analysis to the Business Transport Developer for capacity negotiation with transport service providers (TSP).
· You will be responsible to support the Customer Contact Centre, Transport Service Provider and SO Logistics Department with rescheduling capabilities activated for TX3 (Track & Trace)
You are responsible to conduct random checks for shipment life cycle events status of TSP in Track & Trace.
Qualifications
Your profile
· You have at least 2 years' of related experience in retail or logistics role.
· You possesses good communication and presentation skills.
· You are analytical and have knowledge of IT system landscape associated with IKEA Transport & Services.
· You are self-reliant, motivated and resilient with a proven ability to work as part of a team as well as independently.
You have good proficiency in MS Office, especially MS Excel skills.
You are fluent in English and preferably local language.
Additional Information
This role requires flexibility in work hours, depending on store operational requirements. Working on public holidays and weekends.
Please apply by 30 August 2021
Ikea

Pasay City, Metro Manila
Permanent
Full-time