Team Lead

1 week ago

Calgary, Canada Engage Building Products Full time

**About Engage Building Products**

Engage Building Products is a dynamic and innovative manufacturer and distributor of architectural and structural building materials, serving the construction industry across North America. We are committed to operational excellence, product innovation, and delivering outstanding customer service at every touchpoint.

**Position Summary**

Engage Building Products is seeking an experienced **Order Desk Team Lead** to manage and optimize our order entry, customer service, and order fulfillment processes. This leadership role is ideal for a process-oriented professional with a strong background in **business process engineering** and a deep understanding of manufacturing and supply chain operations. The Team Lead will play a critical role in improving order flow efficiency, service levels, and team performance.

**Key Responsibilities**
- Lead, mentor, and supervise the Order Desk team responsible for order intake, customer service, and coordination with operations and logistics.
- Develop, implement, and continuously improve standardized processes for order management, documentation accuracy, and customer communication.
- Ensure team accountability for customer and order data quality in all department operations and functions.
- Collaborate with Sales, Operations, Logistics, and Finance teams to ensure accurate and timely order fulfillment and billing.
- Use business process engineering tools (e.g., Lean, Six Sigma) to identify bottlenecks and implement solutions that increase speed, reduce errors, and improve customer satisfaction.
- Analyze order trends, KPIs, and service metrics to report on team performance and forecast demand.
- Serve as the primary escalation point for complex or high-value customer orders and service issues.
- Train team members on product knowledge, ERP and CRM usage, and process updates.
- Drive a culture of accountability, continuous improvement, and excellent customer service within the team.

**Qualifications**
- Post-secondary education in Engineering, Business Administration, Accounting, Data Analysis, Supply Chain, or a related field.
- 5-7+ years of experience in a customer service or order management role within a **manufacturing** or **building products** environment.
- 2+ years of experience in a supervisory or team lead capacity.
- Demonstrated knowledge of **business process engineering** methodologies (Lean, Six Sigma, or equivalent).
- Proficiency with ERP and CRM systems (HubSpot preferred); experience with systems integration or implementation is an asset.
- Strong organizational, analytical, and communication skills.
- Proven ability to lead and develop high-performance teams in a fast-paced, customer-focused environment.

INDHP

Pay: $75,000.00-$90,000.00 per year

**Benefits**:

- On-site parking
- Paid time off

Schedule:

- Monday to Friday

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Order management: 5 years (required)
- Team leadership: 2 years (required)
- Business process improvement: 2 years (required)

**Language**:

- English (required)

**Location**:

- Calgary, AB T2C 2G8 (required)

Work Location: In person

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