Team Lead - Support - DFS1171919 in Los Angeles, CA at DFS

Date Posted: 5/18/2021

Job Snapshot

Job Description

The Team Lead Support function delivers an important link in the chain of providing a seamless customer experience as our exceptional people deliver exceptional product in our airport locations, as well as ensuring the store is equipped with the right supplies at the right time, and is supported from a cash management point of view. The Team Lead, Support is responsible for the daily operations of the flight line service center function, including customer service, stock levels, inventories supply and assists in ensuring the facilities are up to standard. They assist in overseeing operations of the airport flight / service in regard to staffing, expense control and procedures that will yield highest level of productivity. The Team Lead will inspire, lead and develop their team to build customer loyalty and relationships by ensuring accurate and timely processing and product delivery. Fostering a service environment that empowers others, the Team Lead Support updates the team regularly on progress and updates for continuous improvement and full proficiency of responsibilities. Monitoring the accuracy of product handling and the supplies needed from the physical store They follow and set examples of customer service goals, and ensure they and the team portrays the company image to a very high standard at all times, in line with company and location goals. The Team Lead Support develops and maintains positive relations with airport and airline personnel, customer service and travel companies, role modeling desired standards and addressing any concerns, issues or problems promptly.

Key Responsibilities:
Primary Job Responsibilities and Duties:
• Maintain a good working knowledge of sales support/warehouse operations / supplies support / facilities support and cash handling support and remain in close communication with the main warehouse.
• Supervise physical inventories as well as monthly BATF counts. Adjust relay warehouse stock levels in accordance with monthly promotions, GWP’s and business trends (Service Center).
• Supervise merchandise ordering, receiving and check in functions. Ensure that all stock is processed in accordance with DFS standard procedures, any discrepancies are actioned appropriately.
• Assist the Manager with accurate and timely communication being maintained with Distribution, Location and Merchant contacts to ensure ongoing smooth, accurate product flow via internal systems and processes.
• Resolve customer claim issues promptly and in line with DFS customer service standards
• Ensure the store is equipped with the right level of supplies (safety and retail supplies)
• Ensure the retail store is in top condition from a facility point of view
• Deliver a high level of attention to detail as it relates to product handling between locations
• Liaise with AGM Operations ensure that all aged stock including GWPs are cleared within appropriate timeframes
• Maintain the security of stock and customer orders (assisting loss prevention).
• Maintain the Out of Stock / Stop Selling listings and systems on a daily basis. Team & Service Management
• Effectively communicate overall company objectives and how the Sales Support team is critical to driving the achievement of company vision, store sales targets and strategies for those objectives. Ensure team members are focused on delivering exceptional customer experiences and increasing staff productivity. Review individual and team performance on a regular basis.
• Create and promote a positive work and industrial relations environment in line with DFS values, employee related policies and practices and local environment considerations. Responsible for Product Support team retention, staff development and job satisfaction levels. Provide effective team leadership through open communication, training, coaching and active encouragement of direct reports with a view to meet or exceed location sales and profitability targets, and role modeling desired behaviors.
• Take corrective action to improve unsatisfactory performance, in consultation with your Manager
• Supervise, coach and train your team members to ensure they are consistently growing in skills, confidence and effectiveness in their roles. In addition to internal customer service levels this role effectiveness includes continual improvement and refinement of staff productivity, internal processes and communication effectiveness and product knowledge.
• Continually work with the team to increase productivity and reduce errors resulting in claims.
• Assist in the preparation and delivery performance appraisals providing relevant and specific feedback.
• Participate in recruitment and selection of your location team as required, participating in recruitment and interviews in a professional and efficient manner. General
• Complete internal reports and participate in various projects as/when required.
• Communicate with your Manager on relevant store issues.
• Ensure that the workplace is safe, with the premises and behaviors of employees not imposing risks to the health and safety of any person. Where risks are identified, report appropriately for prompt assessment and action in line with location procedures.
• Actively promote the DFS brand and a strong positive professional image at all times.
• Perform any other duties as requested in a diligent and conscientious manner.

Key Requirements:
Education:
• High School Degree or equivalent years of experience. Critical Skills:
• Bilingual skills highly desirable
• Ability to read, write and effectively communicate with others Work Experience:
• 2+years in a retail or distribution environment required. 1 – 2 years team supervisory experience preferred. Tools/Resources:
• Proficiency in MS Microsoft computer applications (Excel, Word, and Powerpoint) and email is essential. Other Knowledge, Skills and Abilities Required:
• Key Attributes: Solutions based, energetic, team oriented, ability to multi-task, and composed under Pressure
• Requires good leadership skills and ability to work with a diverse staff
• Ability to work effectively in a fast paced, high pressure environment
• Ability to perform a variety of duties related to product and sales support such as lifting, moving quickly
• Able to lift up to 35 pounds
• Ability to work flexible hours as required to meet the needs of the business including weekends, nights and holidays
• Good verbal and written communication skills Working Environment: Fast paced environment, walk long distances; standing throughout shift, reaching, stooping, bending, lifting and carrying (up to 35 pound) for several yards unassisted.