Job Description

Overview Of The Role:

• The Backoffice Assistant role is essential for assisting customer orders and ensuring their fulfillment in a professional manner. Success in this position involves maintaining accurate records of order deliveries and providing timely monitoring and support to the IKEA Delivery team to enhance customer shopping experiences. The role also requires strong communication and organizational skills to maintain high standards of service and efficiency in the home delivery operations.

What You Will Do:
Financial

• Maintain and submit KPI reports to track delivery performance.
• Ensure adherence to system procedures as per established protocols.
• Classify, sort, file, and archive documents properly.
• Post completed delivery orders daily and follow up with stores/service providers for pending orders.
• Perform daily reconciliation of postings in the system based on POD confirmations and fulfillment records.

Customer

• Conduct regular spot checks and monitor team performance to ensure quality standards are met.
• Utilize reasoning skills to solve problems as they arise.
• Work to increase the last mile service level with On-Time Fulfillment (OTF) while maintaining shopping experience standards.
• Provide excellent customer service to enhance the shopping experience.

Operational

• Lead the last mile teams to ensure timely order fulfillment.
• Ensure all equipment is safely maintained in good condition.
• Check output to ensure the highest quality of order fulfillment.
• Maintain a clean work environment and comply with all safety requirements.
• Keep records of Proof of Delivery (POD) for handling future customer escalations.

Skills Required