IWS Team Lead

IWS Team Lead

Reports To: IWS Manager

Location: YYZ- Mississauga

Company Profile

DHL Global Forwarding is a Freight Forwarding organization that is the expert in global air, ocean and ground Freight Forwarding as well as Customs operations and Compliance.  Our passion is to enable international trade utilizing the best teams in the industry.  We simplify our customer operations and maximize their opportunities to achieve results.

The IWS Team Lead is responsible for managing and driving the performance of a team of IWS Specialists. This role involves overseeing document processing in the receiving area, driving digitalization initiatives through automation (with a focus on the eWMS system), and collaborating with various departments to ensure customer requirements are met. The IWS Team Lead will act as a subject matter expert in IWS operations, manage vendor relationships, control KPIs, and contribute to the overall growth and strategy of the IWS department.

Main tasks & Key Responsibilities: 

• Organize, split, and plan the day-to-day work for the IWS team.
• Ensure the handling of required documents in compliance with regulations and internal procedures.
• Follow up on customer issues and support Customer Service requirements across the department.
• Build and maintain strong relationships with warehousing and distribution vendors.
• Monitor supplier performance and develop improvement plans as necessary.
• Identify training needs and opportunities to foster a highly skilled functional department.
• Collaborate with internal functions such as Ocean, Air, Warehouse, and Finance to address operational questions.
• Ensure proper implementation of customer services prior to launching regular business operations.
• Serve as a superuser for the eWMS system, addressing questions and providing support.
• Interact with Customer Service, Product, and Global Service Centers, escalating issues as required.
• Maintain internal reporting for the team with respect to KPI maintenance.
• Design plans for vacation coverage and arrange internal and external training based on team needs.
• Maintain a database of team skills and assignment splits.
• Participate in external meetings with sales, handling agents, and truckers as required.

Minimum Requirements (Education, experience and skills):

• Extensive knowledge of IWS operations.
• Proven fit for a people management role, demonstrating strong communication, motivation, and interpersonal skills.
• Ability to make informed decisions promptly.
• Minimum 3-5 years of experience in a supervisory role.
• Proven track record in excellent customer interaction skills.
• Deep knowledge of IWS processes and systems.
• Process-driven with a strong sense of ownership.
• Ability to lead and coach effectively.
• Excellent communication, motivation, and interpersonal skills.
• Self-directed working style, leading by example.
• Commercially minded with a focus on customer needs

Education: minimum secondary diploma. College or trade accreditation preferred.

Pay Transparency

Salary Range: CAD $68,500 - $80,000 annually

This range reflects the expected base for this position and may vary based on skills, experience, and internal equity. This position is eligible for an annual bonus. Bonus amounts are not included in the salary range listed above.

Use of Artificial Intelligence:

Artificial intelligence (AI) is not used in the screening, evaluation, or selection of candidates for this position.

Canadian Experience:

DHL does not impose Canadian work experience as a condition of employment except where such experience constitutes a bona fide occupational requirement that is demonstrably and objectively justifiable. All international education, professional credentials, and work experience are assessed in a fair, consistent, and equitable manner.

Work Authorization Requirement:

Applicants must be legally authorized to work in Canada at the time of application and throughout their employment. DHL Global Forwarding Canada does not provide immigration sponsorship or support for work permits for this position.

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