Reverse Logistics Team Lead

The Reverse Logistics Team Lead is responsible for managing the activities and responsibilities of reverse logistics team and work. This includes global reverse logistics and global team members. This leadership role is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels. Additionally, this role will require prompt and concise communication with Service Delivery Leadership & Ops Management daily.

• Works directly with Ops Manager to coordinate, prioritize, and maintain optimal service execution toward goals and expectations of client-specific key performance indicators
• Leads and provides coaching for all reporting technicians when workflow deficiencies are identified
• Conducts regular 1 to 1 meetings with all reports to provide guidance and support
• Audits tickets to ensure ticket handling quality meets or exceeds expectations
• Provides metrics and data regarding reverse logistics to ops manager and client, as needed Observes and reports on service trends across individuals and the global team as a whol.
• Creates and maintains schedules for team support based on client and cross-functional support needs. Main point of escalation for issues that are blocking the reverse logistics techs
• Completing and supervising requests for materials and equipment
• Managing Inbound services and shipment deliveries to appropriate locations and remote end users
• Ensures accurate ticket and inventory updates
• Observes and reports on internal and external safety compliance
• Actively participates and leads root cause analysis to resolve issues Drives and reports out on all process improvements gains in their area
• Works with their team and ops manager to identify and create monthly process improvement and reporting
• Leads and works with cross functional teams to resolve issues and provide optimal service execution
• Leads and drives special projects with a sense of urgency and ensures the results meet the agreed quality level
• Report out daily on all shortages or issues that block your department from providing client-specific key performance indicators

• Bachelor’s Degree preferred/required or equivalent work experience
• 3+ years Leadership Experience with IT Service Delivery Management or logistics environment
• Experience interfacing with management required
• Leadership and core business/interpersonal skills
• Successful project management experience
• Ability to establish relationships with Business Teams
• Strong Computer skills (MS Word, Excel, Teams)
• Familiar with common metrics used in the IT industry
• Excellent ticket management, verbal & written communication skills, combined with relentless follow-up
• Loves working in a team-oriented environment and highly motivated to provide a positive user experience
• Independent critical and creative thinking
• Must be comfortable working in a fast-paced, demanding environment, under immense pressure
• Basic human resources management principles and procedures knowledge

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  Job description is subject to change.