About this work area
Secure excellent competence level among Sales Generalists in relation to a specific skill area by keeping them well supported, informed, trained and ensuring excellent knowledge availability.
What you'll be doing day to day
- Share knowledge, news and ways of working connected to the area of expertise, to enable Sales Generalists to always have a commercial mindset and secure a great remote customer experience, thus building trust in the IKEA brand.
- Evaluate skill performance within the area of expertise, suggest improvement areas and via Remote Team Leaders enable Sales Generalists to work on potential, as well as build on strengths, thus contributing to reaching individual and team goals.
- Carry out local learning delivery, review and validate the content of learning to secure local relevance and a high level of competence among Sales Generalists.
- Collaborate with multiple stakeholders across Ingka connected to the area of expertise to be able to update Sales Generalists on range changes and commercial activities, as well as to secure that RCMP perspectives continuously influence relevant processes and are represented in all relevant forums.
- Collaborate with Knowledge Specialists to ensure that content connected to the area of expertise is communicated in a qualitative and accurate way, in order to ensure Sales Generalists get all context needed to serve customers in the best possible way.
- Training and onboarding new RCMP co-workers, additionally supporting experienced co-workers to improve their performance
- Responsible for creating and localizing new educational material in partnership with Experience Design (XD) Team, IKEA Learning & Development, Leadership & Competence resources and group; system roll out and/or upgrades and maintaining learning resources
- Identify Co-worker skill gaps and performance patterns providing coaching and feedback to create an educated and motivated Co-worker
- Access and identify multiple learning styles to meet training needs for successful Co-worker development
- To access and identify training needs to gain a comprehensive understanding of where co-workers may need additional development support
- Provide customer support directly to the customer (through all remote channels including live video calls) to develop and keep own expertise up to date as well as to maintain customer focus and communication skills
- The ability to foster a positive environment to get the Co-worker excited about learning new information and skills
- Utilize surveys, data and recorded calls to capture and identify training/development opportunities, task related challenges and resource tool development.
Our team within IKEA
At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!
Qualifications
- Minimum 2 years of related experience
- Fluent in English and local language, both written and spoken