CCC Service Operations Specialist, IKEA Southeast Asia

Job description

About the job

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 Navision 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 Customer Contact Centre 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 Service Office 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.
Your profile
·  At least 2 years of related experience in retail or logistics industry.
·  Proficient with Excel with prior experience in data analytics.
·  Experience in dealing with external suppliers and vendors is a plus.
·  You are self-reliant, motivated and resilient with a proven ability to work as part of a team as well as independently.
·  You are fluent in English and preferably one local language.

Please apply via IKEA Job page latest by 19 Oct 2018.

Job ID

323818BR

Removal Date

19/10/2018