Team Lead, Operations (ILS)
Scottsdale, United States


The role of Operations Team Lead is to support the ILS Supervisor/Manager and provide leadership to the Operations resources locally in Phoenix. This role will continue to support day-to-day activities for relevant LOB for North America Operations and our customers. This person will liaise closely with customers/vendors along with the ILS Supervisor/Manager to ensure compliance of logistics requirements to achieve high operations and customer service excellence. This role will be responsible for developing/implementing/maintaining standard operating procedures, reporting, team training and will serve as the operational lead. Leadership includes communication (internal and external), problem resolution, team first escalation point, account coverage and customer satisfaction.


This position is responsible for, but not limited to, the following:

  • Act in a team leadership capacity to coach and train operations team members
  • Provide problem resolution, customer satisfaction and identify potential business opportunities
  • Measure and report performance against established quality and process indicators using KPIs, ongoing evaluation of service integrity and operations.
  • Manage team work bandwidth, back-up / training process and skills assessment
  • Develop, monitor and manage continuously process improvement opportunities across multiple accounts and regions
  • Project requests from ILS Supervisor/Manager management
  • Managing and monitoring of all import/export bookings, documentation, data and provide visibility to customer
Key Results:
  • Complete Shipping Advice per POM requirements (48 hours after ETD)
  • Complete Pouching of documents to destination per Logistics Procedure (24 hours prior to ETD)
  • Complete and send Shipping Instructions to carrier by cutoff (varies depending on sailing)
  • Complete Invoicing of shipment per POM requirements (72 hours after ETD)
  • Submit and average of 5 SIO entries per month
  • Complete 1 presentation to internal or external customers


  • Bachelor’s Degree in Business or other related field or an equivalent combination of education and experience
  • Minimum 3 years working experience in Customer Service and/or Logistics/Freight Forwarding
  • Problem Solving
  • Analytical
  • Communications
  • Multi-task
  • Innovation
  • Integrity
  • Customer focus
  • Time management skills
  • English Required

Additional Knowledge, Skills and Abilities

  • Teamwork – showing a commitment to teamwork and collaboration
  • Respect – extending dignity and respect to all people
  • Integrity – fostering trust and a positive work environment
  • Innovation – bringing creativity to the workplace
  • Customer Focus – achieving Company, department, and personal goals through a strong customer focus

The company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants for employment. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age (40 and over), medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.