Customer Care Team Leader

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.
- 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.

**Salary**: From $65,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Markham, ON L3R 5B4: reliably commute or plan to relocate b