Sales Specialist

About the position

The Sales Specialist at IKEA is responsible for enhancing the competence and performance of the Sales Generalists within the General Inquiries team. This role focuses on training, coaching, and supporting team members to ensure excellent customer service and satisfaction. The Sales Specialist will also evaluate team performance, provide direct customer support, and collaborate with various team members to improve processes and initiatives within the call center environment.

Responsibilities

• Secure excellent competence level among Sales Generalists in relation to General Inquiries by keeping them well supported, informed, trained, and ensuring excellent knowledge availability.
• Drive performance optimization within the General Inquiries team to maximize customer satisfaction and business growth.
• Share knowledge, news, and ways of working connected to the area of expertise to enable Sales Generalists to always have a commercial mindset and secure a great call center customer experience.
• Evaluate skill performance within the General Inquiries Team, suggest improvement areas, and enable Sales Generalists to work on potentials and build on strengths.
• Carry out local learning delivery, as well as review and validate the content of learning to secure local relevance and a high level of competence among Sales Generalists.
• Collaborate with multiple call center team members to provide feedback on processes and influence process changes and initiatives within the call center.
• Gather information and disseminate to Sales Generalists to ensure customers are served in the best way possible.
• Regularly provide customer support directly to the customer through all remote channels including live video calls.

Requirements

• Minimum 3 years of experience in a sales role or equivalent.
• Minimum 2 years of experience in coaching and training.
• Experience working in a Call Center with customer behavior across channels.
• Experience in training, facilitation, and coaching techniques - influencing without authority.
• Experience in selling techniques, call center service processes, and associated computer systems.
• Expert knowledge of relevant internal and external sales and service processes.
• Strong knowledge about relevant systems and tools.

Nice-to-haves

• Strong understanding of how processes in an omnichannel environment impact ways of working in the RCMP.

Benefits

• Paid parental leave
• Paid holidays
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• Referral program
• Retirement plan
• Pet insurance