Team Leader, Customer Care

7 months ago

Markham, Canada Thomas, Large & Singer Full time

**CUSTOMER CARE TEAM LEADER**

**Company: Thomas, Large & Singer Inc.**

**Location: Markham, Ontario**

**Industries: Consumer Packaged Goods, Logistics, Distribution, Retail**

**Job Type: Full Time Employee**

**Years of Experience: 5+ Years**

**Education Level: College or University**

**Job description**:
Thomas, Large & Singer Inc. is a leading provider of comprehensive value chain solutions to leading
consumer packaged goods brands in the Canadian market as well as broker management services and
private label brokerage services. Our dynamic team is growing. Currently, we require the services of a
strong **_Customer Care Team Leader._**

Reporting directly to the Director of Customer Care, the Customer Care Team Leader will be responsible
for providing customer service excellence through the daily management of a team focused on efficient
order processing practices, freight planning and optimization techniques within dedicated customer and
carrier specializations. This role is based out of our Markham office.

**Responsibilities include**:

- Provides daily direction and communication to Customer Care Logistics Representatives to

ensure all customer orders are processed within a timely, efficient and knowledgeable manner.
- Provides performance feedback and coaching on a regular basis to each team member.
- Ensures employees have appropriate training and other resources to perform their jobs.
- Creates and maintains a high-quality work environment so team members are motivated to
- perform at their highest levels.- within the Customer Service queue.- Assists the Director, Customer Care with establishing standard operating procedures, embracing

new tools and suggesting methods to improve operations, efficiency and service to both internal
and external customers.
- Maximizes freight optimization / load planning opportunities for all assigned customers with

broad understanding of financial implications.
- Establishes and maintains communication with carrier customer service teams ensuring daily loads

are clearly understood and picked-up on time.
- Support month end ‘Auto-Pay’ reconciliation where necessary
- Assist with the investigation of non-compliance charges and recommends continuous

improvement ideas to prevent future occurrences.

**Required Skills**:

- Post-secondary education in the field supply chain, logistics or related field
- 5+ years of experience working in progressive Customer Service or logistics roles
- 1-2 years experience leading/managing a team
- Excellent communication skills both written and verbal. Ability to communicate effectively to all

levels in the organization as well as external customers, carriers etc.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word)
- Detail oriented, flexibility and adaptability in a fast-changing and entrepreneurial

environment with evolving systems and processes
- Ability to effectively prioritize and execute tasks in a high-pressure environment with

mínimal supervision
- ERP proficiency very import. Sage X3 ERP experience preferred. ERP

implementation/conversion experience an asset

What’s In It For You
- **Great team** dynamic and a tight knit company culture. One of the most important factors in

choosing your next role is the people you work with and our people are AWESOME
- **Flexible work environment**. Ability to work from home 2-3 days per week.
- **Competitive compensation package** (salary & bonus). We get it - money isn’t everything, but it’s

still a very important factor.
- **Benefits** - Health & Dental, Life Insurance, Disability Insurance, Parameds - Massage
- **Pension Matching** (after 1 year - employees put in 5% and TLS matches with 5%)
- **Tuition and professional fees** reimbursement.
- **Summer Hours Program** - who doesn’t want to leave early on Fridays to spend more time with

friends and family while the sun is shining.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.**About Us**
Thomas, Large and Singer Inc. provides Canada wide consolidated distribution services to many leading
brands. Combined logistics allows these brands to take advantage of TLS’ warehousing and freight
synergies while the brand owner maintains control of their pricing, sales and trade marketing plans. TLS’
proprietary IT systems allow each brand owner real time control of their strategies in the Canadian

market. Complementing our value chain services are TLS’ branded broker management services that act
as a manufacturer’s National sales leader in Canada, supporting the manufacturers stated in-market goals
and objectives through the support of a branded sales broker. TLS also provides sales brokerage services
to companies wishing to supply private label products to Canada’s retail grocery chains. TLS has been
servicing the needs of the Canadian consumer for over 100 years.

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