IKEA Call Center Sales Training Specialist II

About this work area

Secure excellent competence level among senior sales generalists in a complex skill area related to

complete furnishing solutions, e.g., kitchen planning and smart lighting, 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 Senior 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 Senior Sales Generalists to work on potentials and build on strengths, thus contributing to

reaching individual and team goals.

• Carry out local learning delivery, as well as review and validate the content of learning, in order to secure local

relevance and a high level of competence among Senior Sales Generalists.

• Collaborate with multiple stakeholders across Ingka connected to the area of expertise to be able to update

Senior 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.

• Secure, in collaboration with Knowledge Specialists, that content connected to the area of expertise is

communicated in a qualitative and accurate way, in order to ensure Senior 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, upskilling Sales functional areas and complex systems knowledge building

• 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 throughout Sales functional areas

• 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 to identify training/development opportunities, task related

challenges, and resource tool development.

Together as a team

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!

Apply now!

Job Type-Permanent,

Benefits Eligible- yes

We offer competitive benefits and perks, such as medical and Rx*, dental, vision, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance and more."

PAY DISCLOSURE- The ideal pay range for this role is $63,215-90,713.75 based on the Baltimore Pay Tier. The pay range may vary based on your location.

This position is hybrid role with 3-5 days a week in the office and subject to change. The successful candidate must live within a commutable distance to the IKEA Remote Customer Meeting Point Office in Nottingham, MD, IKEA Store in Houston Texas or IKEA Store in Denver Colorado .

Qualifications

• Minimum 3 years of related experience
• Experience of coaching and training senior/expert co-workers
• Fluent in English and local language, both written and spoke

The starting rate/ salary for this position ranges from 63,215 USD to 90,713.75 USD and will be based on relevant work experience.