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Team Lead, Data Centre

3 months ago

PointeClaire, Quebec, Canada DB Schenker Full time
At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual back-grounds, perspectives and skills. Together as one team, we are Here to move.

Position Description Summary

Principal Accountabilties
Customer Service

  • Ensure customer contract requirements are administered as applicable within the Customer support staff.
  • Ensure customer initiatives, special processes, data requests are fulfilled consistently, timely and without impact to the daily work processes.
  • Key contact with customer groups, including development and deployment of new or revised processes to meet customer goals and satisfaction.
  • Ensure client and company goals and satisfaction.
  • Ensure client and company initiatives are deployed and requirements fulfilled as requested.
  • Escalation point for critical customer service issues and resolution.
Leadership

  • Manage and develop support staff
  • Ensure training programs are administered and identify additional training areas for development of staff.
  • Ensure company policies are communicated, administered and enforced.
  • Ensure associate performance reviews are completed as required.
Process Management

  • Report on key support areas of account performance and develop/implement corrective action plans as necessary.
  • Manage with operational managers valueadded services as required by customer.
  • Ensure development of department goals/metrics and assist with individual goals, as necessary, to align with company, site and customer objectives.
  • Participate in onsite management team meetings and account/site/customer committee meetings.
  • Ensure execution of CIP workshop action plans, projects and best practice sharing.
  • Ensure all customer support staff processes and process outputs align with and support operational goals and strategies.
  • Developing SOPs for the department

Knowledge and Skills

  • Customer service background
  • Operations background
  • Staff management
  • Objective setting
  • Metric development and management
  • Excellent communication skills
  • People skills
  • Workload planning
  • Familiarity with public warehousing and 3PL operations
  • Experience with WMS
  • Proficient with Microsoft office
  • Ability to lead in a fast paced time sensitive environment
  • Highly organized