Team Lead, Product - DFS1171745 in San Francisco, CA at DFS

Date Posted: 10/24/2019

Job Snapshot

Job Description

The Flight Line / Service Centre function deliver an important link in the chain of providing a seamless customer experience as our exceptional people deliver exceptional product in our airport locations. The Team Lead, Flight Line is responsible for the daily operations of the flight line service center function, including customer service, stock levels and inventories. 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. They inspire, lead and develop their team to build customer loyalty and relationships by ensuring accurate and timely processing and delivery of customer purchases. Fostering a service environment that empowers others, the Team Lead Flight Line updates the team regularly on progress and updates for continuous improvement and full proficiency of responsibilities. Monitoring airline flight schedules on a regular basis, they provide team assignments to ensure appropriate customer service levels at the airline gates. 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 Flight Line 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:
Systems and Procedures
• To have good work knowledge of flight line / warehouse operations 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 Centre)
• 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
• Responsible for the efficient and accurate distribution of bags from the point of receipt to the point of delivery
• Maintain accurate flight schedule details
• Resolve customer claim issues promptly and in line with DFS customer service standards
• Liaise with Assistant General Manager (AGM) Operations and AGM Sales to 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 Flight Line / Service Centre 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
• Ensure a development plan is in place and actively reviewed for your team. Work with your Manager to identify future potential Team Leaders then ensure development plans are in place for this talent
• Take corrective action to improve unsatisfactory performance, in consultation with your Manager and Talent Management representative, adhering to local TM requirements
• 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 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:
Educational Requirements High School Degree or equivalent years of experience. Work Experience - 2+years in a retail or distribution environment required - 1 – 2 years team supervisory experience preferred Licenses / Certifications Valid Driver’s License in locations as required Critical knowledge & skills including tools, software applications, language, etc. Fluency in English and other languages as required by location Ability to read, write and effectively communicate with others Other Qualifications / Core Competencies * (for posting)
• Key Attributes: Solutions- based, energetic, team-oriented, ability to multi-task, composed under pressure
• Good leadership skills and able to work with a diverse team
• Able work effectively in a fast paced, high pressure environment
• Able to perform a variety of duties related to product and sales support such as lifting, moving quickly
• Able to lift up to 50 pounds
• Able 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 Conditions / Environment * (for posting ) Fast paced environment; walk long distances; standing throughout shift, reaching, stooping, bending, lifting and carrying (up to 50 pound) for several yards unassisted.