Chef d’équipe, Gestion des commandes – Opérations de vente au détail // Team Lead, Retail Operations Order Management

The role

The Team Lead, Retail Operations leads a team of Customer Service Representatives responsible for order management for retail accounts. This role involves quality oversight, coaching, and process improvement to manage costs and service performance.

What you will do

• Conduct reviews on CSR order processing tasks for accuracy and completeness.
• Perform daily revision of order files including shipment statuses and inventory discrepancies.
• Monitor email responses to ensure inquiries are addressed within designated timeframes.
• Manage carrier compliance by sending required data to retailers weekly.
• Review WHS pick slip reports and escalate actions.
• Monitor appointment dates to prevent backlog.
• Validate small parcel shipments and carrier information.
• Ensure timely actioning of chargebacks.
• Update Standard Operating Procedures and training documents.
• Partner with Sales, Supply Planning, and DC Operations to resolve order and shipment issues.

Required qualifications

• Experience in order processing or customer service in a B2B retail environment
• Demonstrated aptitude with AI tools like Claude, Microsoft Copilot, or ChatGPT
• Willingness to learn and adopt new AI and automation tooling quickly
• Proven ability to develop innovative solutions for increased productivity
• Results oriented
• Strong interpersonal skills
• Strong Microsoft Excel skills
• Excellent communication skills both written and verbal
• Ability to work well under pressure in a fast-paced environment
• Well organized and able to manage competing priorities

Nice to have

• Experience with Oracle ERP

Benefits

• medical insurance
• dental insurance
• vision insurance
• RRSP retirement plan with matching
• employee stock purchase program
• life insurance
• AD&D
• short-term disability insurance
• long-term disability insurance
• generous paid time off
• company holidays
• free clinical mental health support

About the company

SharkNinja is a global product design and technology company with a diversified portfolio of lifestyle solutions. Headquartered in Needham, Massachusetts, the company has more than 4,100 associates.