Retail Customer Care Specialist

About Us

At IKEA, we believe in creating a better everyday life for the many people. We’re more than just home furnishings — we’re a team driven by purpose, inclusion, and a shared desire to make a positive impact. If you care deeply about people, thrive on thinking differently, and want to grow in a company that values your unique perspective, join us.

Position Summary

As a Customer Resolution Specialist, you will be responsible for resolving customer concerns and product issues in a timely and professional manner. Your role will involve investigating problems, collaborating with internal teams and Independent Service Providers (ISPs), and ensuring customers leave with a positive impression of IKEA.

Key Responsibilities

• Resolve customer issues with urgency and empathy, balancing the needs of the customer and the business.

• Identify and report product quality issues using data gathered from customer returns.

• Investigate and resolve complaints in coordination with ISPs and internal teams.

• Use in-depth knowledge of IKEA products and systems to provide solutions that enhance the customer experience.

• Partner closely with Kitchen Installation Specialists to resolve all escalated kitchen and bath-related issues.

• Prepare reports and contribute to continuous improvement efforts based on customer feedback.

Qualifications

• Minimum 2 years of experience in retail sales or customer service.

• Strong problem-solving and communication skills.

• Ability to work effectively in a team-oriented, fast-paced retail environment.

• Knowledge of home furnishing products and installations is a plus.

• Flexibility to work retail hours, including weeknights, weekends, and holidays.

Benefits

Eligible full-time and part-time coworkers enjoy a wide range of benefits, including:

• Generous paid time off, holiday, and sick leave

• Early wage access with WiselyPay (up to two days early)

• Paid parental leave (up to 16 weeks)

• KinderCare tuition discount

• Medical, dental, and vision plans (minimum 20 hours/week)

• Retirement and bonus plans

• Co-worker discount, subsidized meals, referral bonuses

• Education assistance and learning programs

• Pet insurance and telehealth services

• Safety shoe reimbursement

• A fun, inclusive, and purpose-driven work environment

Additional Information

• This position is classified as a Sensitive Role.

• Final candidates must successfully complete a background check and drug screening as a condition of employment.