UAEN Routing Team Agent | Retail | IKEA | Dubai

Overview of the role

Ensure a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for last mile services Journey. This includes in particular:

• To support the market Service Fulfilment team by working with IT solutions (platform) for the market.
• Carry out the tasks of capacity management to improve overall performance of last mile delivery of services for both stores and online orders by ensuring an up to date and accurate services capacities.
• To contribute to the development of business and people and implement, assess standards, guidelines and policies within your area of expertise.
• To build and retain a long-lasting relationship with new and existing customer and service providers by ensuring a positive shopping experience that creates trust in the brand.
• Using Key Performance Indicator (KPI) to know areas for improvement, potential and to be shared to stores, service providers and other stakeholders

What you will do

Performance Management:

• To ensuring that capacity for both store and online orders are maintained with the correct system set up
• Responsible to define and maintain short and mid-term service and capacity parameters based on available forecasts
• Prepares Service Providers set up in the system
• Ensure all services are linked to correct template
• Contribute to short-and mid-term development of existing service partners through trainings in processes and systems.
• Preparing appropriate plans and schedules in order to meet Delivery and Assembly needs.
• Responsible for securing accurate reporting of service costs through efficient and accurate reconciliation of invoicing of contract costs and connected analysis
• Maintaining the KPI reports and preparing an action plan for those areas of concerns.
• Preparing the daily delivery and assembly schedule of stores and online order
• To Ensure all delivery and assembly jobs are routed with accurate data recording.
• To Ensure that allocation of fleet resources is done efficiently to meet the productivity and lead time criteria
• Monitor the contingency plans to meet the Delivery and Assembly needs in field with service providers.
• Ensure all system procedures are adheres as per policy / SOP\xe2\x80\x99s
• Monitor the feedback from service providers and implement action plan accordingly
• Ensure to increase the productivity of service providers by efficient resource allocation.
• Ensure that transport management system is monitored and utilized to reduce repetitive work
• To contribute to the department\xe2\x80\x99s action plan and taking ownership for its delivery

People:

• Ensure the availability to help and support colleagues when needed.
• To actively work together with other store functions to continuously improve the shopping experience for the customers in order to drive sustained long-term profitability.
• To value other colleagues \xe2\x80\x98ways of working
• To share knowledge with other colleagues and encourage them to do the same.
• Have desire to learn and want to improve skills, using this to the benefit of the IKEA Brand and for growing personally.

Financial

• To Follow department guidelines and processes to ensure that the Routing department operates at optimal efficiency
• To understand the impact of actions on the financial results of the area and know which results influence over and how to balance this with the needs of my customers.
• Seek effective ways of working to reduce costs

Health and Safety:

• Follow all guidelines and SOP\xe2\x80\x99s set out by the health and safety department to ensure a safe working environment
• Report any risks hazards and unusual activity to your senior or manager immediately

Business Planning:

• Follow the department business plans and action plans as agreed by the department management team

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