Job description

Overview Of The Role:

The Backoffice Assistant plays a vital role in supporting the customer fulfillment and home delivery processes within IKEA. This position is responsible for assisting customer order outbound activities daily in a professional manner, ensuring order fulfillment aligns with customer-agreed timelines. The role includes maintaining records of delivered orders, monitoring the performance of IKEA delivery teams, and taking timely actions to enhance customer shopping experiences. The Backoffice Assistant must represent the IKEA brand effectively while working to improve last mile delivery services and maintain store standards.

What You Will Do:

• Maintain and submit KPI reports.
• Ensure all system procedures are adhered to as per procedure.
• Document classification, sorting, filing and proper archiving.
• Post delivered orders (handed over/completed) on a daily basis and follow up with stores/service providers for the pending list.
• Perform daily posting reconciliation in the system based on POD confirmation and fulfillment records.
• Conduct regular spot checks and monitor team performance to ensure quality standards.
• Use reason to solve problems as they arise.
• Work to increase the last mile service level with OTF and maintain the shopping experience standard.
• Provide excellent customer service.
• Lead the Last mile teams to ensure timely order fulfillment.
• Ensure all equipment is safely and properly maintained in good condition.
• Check output to ensure the highest quality.
• Maintain a clean work environment and comply with all safety requirements.
• Keep records of POD for further customer escalation handling.

Skills

Required Skills To Be Successful:

• Analytical skills for monitoring and reporting.
• Effective communication for customer interaction and team coordination.
• Customer-focused mindset to ensure excellent service delivery.
• Ability to continuously improve processes and uphold team accountability.

What Qualifies You For The Role:

• High school education or equivalent.
• 2 to 3 years of experience in last mile delivery services and operations.
• Familiarity with kitchen furniture delivery and assembly.
• Strong analytical skills and effective communication abilities