Customer Service & Logistics Team Leader

Colgate•Westfield, MA

32d•Onsite

About The Position

The Customer Service & Logistics Team Leader position provides on-site, front line leadership and supervision for drivers (Customer Serivce Representatives- CSRs) and lead drivers (Lead Customer Service Representatives -LCSRs) in the Customer Fulfillment organization for the Westfield and Mansfield areas, MA. Carries out supervisory responsibilities in accordance with the organization’s policies, applicable laws, and Department of Transportation (DOT) regulations. Responsibilities include interviewing, hiring, and training employees; conducting performance appraisals, rewarding and coaching employees, as well as managing customer service issues and/or opportunities. Preferred candidate is mobile and open to career opportunities in locations where Hill's/Colgate have operations.

Requirements

Team Leader: Bachelor’s degree
3+ years of experience managing customers and/or supervision in a supply chain, logistics/fleet management or commercial sales/service setting or college degree and related internship
Exceptional team building and performance management skills
Strong desire to serve Hill’s customers
Ability to identify and resolve problems
Strong decision making and sound judgment
Ability to effectively confront and challenge team members when necessary
Integrity regarding strategic and confidential information
Effective analytical and computer skills
Strong oral and written skills

Nice To Haves

CDLA/or B license holder
2 years people management experience
3 years customer service experience
2 years warehousing and/or delivery operations experience
Bachelor’s degree in transportation and/or logistics
Able to relocate within a 1-2 year timeline

Responsibilities

Conducts ongoing Safety training in support of injury and accident free team performance.
Manages business to ensure a team and its activities are consumer and customer focused.
Ensures effective and efficient use of employees’ time.
Conducts applicant interviews and recommends hiring.
Conducts training and leads team meetings.
Develops training for Customer Fulfillment that will improve efficiency and effectiveness to safely deliver world class customer service and safety training for LCSRs and CSRs.
Coaches team members through performance management and conducts performance appraisals.
Recognizes, develops, and mentors LCSRs for possible advancement.
Works with LCSR to maintain fleet.
Ensures compliance to SOPs, Field Guide, and company guidelines, policies, and procedures.
Prepares and approves payroll, overtime and vacation scheduling.
Manages facility's operating budget and support revenue generation associated with annual volume.
Assists Area Manager in preparation of annual budget and provides monthly variance analysis.
Monitors daily route performance through onboard technology system and coordinates with the centralized routing team for improvements, route changes and common carrier freight minimization.
Partners with Customer Supply to resolve warehouse/inventory issues related to the route delivery operation.
Develops market partnership with Customer Development to ensure volume and promotional objectives are maximized.
Acts as the Lead resource for the Customer Fulfillment function for truck repairs, DOT questions, safety concerns, financial issues and system processing in SAP, Verizon Connect onboard technology, eBuy, Microsoft Office and Google platforms
Enforces DOT compliance through system monitoring and employee coaching
Researches and implements cost savings initiatives for the area.
Creates and develops initiatives that will significantly improve/increase productivity and/or safety.