The team of six has over 102 years of IKEA experience between them and speak six languages, which comes in handy when they need to communicate with customers, shipping companies, and customs staff all over the world. And constantly working through complex import procedures and organising transport to remote areas means the team is used to a challenge.
“Each project has its own distinctive features which make our job thrilling and at the same time challenging. We’re pretty determined to find the best way to get to all our customers,” says Sabrine with a laugh. “We’re also very creative about getting all we need to make sure our customers get the products they want within their project timeline.”
Because there’s no store for the customer to browse in their own country, the team meet them online, getting to know their needs and walking them through the range. Often that means actually walking through the store on a video call, sharing ideas, colours, room designs, and describing products from the Showroom at IKEA Delft.
Some customers have been to an IKEA store in another country before, some haven’t. A few customers planning large-scale projects have even made the trip to IKEA Delft to meet the team and make their product selections in person. When they need extra help creating a design from scratch, the team organise one-on-one sessions with IKEA interior designers. “Sometimes customers know exactly what they want, other times they’re looking for our design advice and want to create a plan together,” says Sabrine. "They get in touch because they know we have the exact products they need, and they know we offer good quality, beautiful design for an affordable price. And that’s rare – to get everything they need, responsibly made, all from one place.”