Our mission in Supply Chain Operations (SCO) is to supply IKEA products to customers in a simple, affordable, sustainable, and excellent way. We do this by (a) optimizing replenishment solutions, (b) defining physical goods flow capacity needs, (c) sourcing and developing transport & logistics capacities, (d) managing the goods flow (e) leading & securing supply quality.

• Analyze the reported deviations and order discrepancies, define whether they are valid deviations or not and secure collection of proper documentation for root cause analysis.
• Identify relevant stakeholders connected to a deviation, initiate dialogue and make available all relevant information for a decision to be made on who was the causing party and what action should be taken with affected goods (in transit and/or stock on hand).
• Observe patterns and trends in deviations and initiate investigations with concerned stakeholders whenever a recurring problem occurs.
• Calculate the costs related to a deviation and prepare documents for the financial settlement between the causing party and the owner of the goods.
• Actively manage the open cases and secure the communication flow among the stakeholders until the resolution can be provided and the case can be closed.
• Ensure utilization of proper tools and working methods for each specific case and secure alignment within the team.
• Contribute to the Action Plan activities to secure goals set in line with Quality Direction and Supply Strategy are met.
• Be an ambassador for quality by actively sharing feedback and lessons learned from cases handled and by collaborating with team members to improve ways of working and reduce deviations.

Competence 

Competence is a combination of knowledge, motivation and capability to perform in all situations and activities the assignment requires.

Knowledge

• Knowledge of IKEA Supply Chain stakeholders and how they impact quality
• SCO Quality Direction
• Specific material or service/process knowledge and possible quality deviations
• Ways of working with deviations, root cause analysis and claims
• Knowledge of claim and conflict management
• Basic knowledge of reporting and data visualization tools
• Good understanding of customer needs and expectations regarding quality performance

Motivation

• Energized by a dynamic environment and navigating through unknown situations
• Finding the best way to solve a problem and look for long term solutions
• Setting own or team goals and investing energy and drive in reaching
• Interacting and collaborating with others. Building trust and partnership to reach common goals
• Continuously learning and sharing knowledge
• Sense of urgency and a Quality First mindset

Capabilities

Job specific capabilities:

• Analysis and accuracy: able to collect, analyze information and recognize patterns
• Effective problem-solving: able to identify relevant stakeholders, bring in the relevant data and mediate the conversation
• Build trust: able to engage stakeholders in solving challenging and unknown situations with respect, curiosity, and authenticity
• Communication: able to express clearly when speaking and writing, relate with diverse stakeholders, persuade, lead discussions, and mediate solutions
• Ability to prioritize when dealing with multiple tasks and requests from stakeholders

Leadership capabilities:

Leadership is everyone’s responsibility at IKEA. Leadership behaviours differ depending on your position and your level of leadership – leading myself, leading others, leading leaders and leading matrix partners.

Entrepreneurship of the many is how we Inspire and clarify & Unleash entrepreneurs.

Performance with meaning is how we Create customer value & Lead with IKEA values.

Working together is how we Build strong relationships & collaborate and co-create

Key previous experiences and proven skills

• Experience in activities requiring a service mindset, stakeholder engagement and problem solving in a global organization, preferably within quality or deviations
• Experience in activities requiring attention to details and accuracy
• Communicates with ease and confidence; uses logic and facts; fluent in English
• Proficient in using computer, Microsoft Office and using various electronic communication channels