Position Summary

Reporting to the Supervisor and/or Operations Manager, the Team Lead is responsible for maximizing site performance by directing daily, weekly, and monthly operations while ensuring customer requirements and operational objectives are achieved. This role provides leadership, coaching, training, and performance management for the support team, while driving continuous improvement, process standardization, and customer satisfaction. The Team Lead serves as the primary point of contact for customer support escalations and works collaboratively with internal and external stakeholders to deliver operational excellence.

Education & Experience

• High school diploma or equivalent.
• Minimum of 1 year of customer service and operations management experience.
• Experience leading, coaching, and developing teams in a warehouse, logistics, distribution, or 3PL environment.
• Experience with Warehouse Management Systems (WMS).
• Proficiency in Microsoft Office applications.
• Familiarity with public warehousing and third-party logistics (3PL) operations.
• Fluency in both English and French is considered an asset.

Key Responsibilities

• Lead and coordinate daily, weekly, and monthly operational activities to maximize site performance.
• Ensure customer contract requirements, initiatives, special processes, and data requests are executed accurately and within required timelines.
• Serve as the primary point of contact for customer support teams and manage the implementation of new or revised processes.
• Resolve and escalate critical customer service issues while maintaining strong customer relationships.
• Manage, coach, and develop support staff through training, mentoring, and performance management.
• Administer training programs and identify opportunities for employee development.
• Communicate, implement, and enforce company policies and operational procedures.
• Complete employee performance reviews and support individual development plans.
• Collaborate with operational managers to deliver value-added services that meet customer requirements.
• Develop departmental goals, key performance indicators (KPIs), and individual objectives aligned with company, site, and customer priorities.
• Participate in management meetings and customer committees to support operational planning and continuous improvement initiatives.
• Lead Continuous Improvement Process (CIP) workshops, implement action plans, and promote best practice sharing.
• Ensure departmental processes support operational strategies and customer expectations.
• Develop, maintain, and update Standard Operating Procedures (SOPs).

Required Skills & Competencies

• Strong leadership, coaching, and team development skills.
• Excellent customer service and relationship management abilities.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across multiple departments and customer groups.
• Proven ability to establish objectives, manage workloads, and prioritize competing demands in a fast-paced, time-sensitive environment.
• Experience developing and managing operational metrics and using performance data to drive continuous improvement.
• Strong analytical, problem-solving, and decision-making skills.
• Highly organized with excellent planning and time management abilities.
• Proficiency with Warehouse Management Systems (WMS) and Microsoft Office applications.
• Knowledge of warehouse operations, logistics, inventory management, and 3PL environments.
• Ability to implement process improvements and drive operational efficiency.

Performance Expectations

• Deliver high levels of customer satisfaction while meeting contractual and operational requirements.
• Lead and develop a high-performing, engaged team.
• Ensure consistent execution of company policies, procedures, and operational standards.
• Achieve departmental performance targets and continuously improve operational metrics.
• Foster collaboration, accountability, and a culture of continuous improvement across the site.
• Must be able to lift up to 40 lbs.