Team Lead, Data Centre

4 weeks ago

PointeClaire, 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 value-added 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 on-site 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

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