Job Description

What you will be doing:

• Provide day-to-day leadership, guidance, and floor support to team members, ensuring questions and issues are resolved promptly to maintain productivity and service levels.
• Conduct regular team huddles, and coaching sessions to communicate priorities, reinforce expectations, and drive accountability.
• Monitor individual and team performance against key performance indicators (KPIs), service level agreements (SLAs), quality standards, and productivity targets as assigned by management.
• Participate in delivering onboarding and ongoing training programs to ensure employees have the knowledge, skills, and confidence to perform their roles effectively.
• Promote compliance with company policies, procedures, and service standards while reinforcing a culture of accountability and customer excellence.
Customer Service & Escalation Management
• Investigate customer issues by coordinating with Sales, Operations, Logistics, Warehouse, Delivery, Finance, and other departments to achieve effective resolutions.
• Manage customer recovery situations and service failures by implementing appropriate solutions that protect the customer experience and company reputation.
• Support the team in resolving order management issues, delivery concerns, product availability challenges, and system-related exceptions.

Operational Excellence & Process Management
• Oversee daily workflow and operational priorities to ensure service levels, response times, and departmental   objectives are consistently achieved.
• Monitor operational dashboards and queues to ensure deadlines and customer commitments are met.
• Ensure administrative tasks, documentation, and system updates are completed accurately and within established timelines.
• Participate in continuous improvement initiatives by providing operational feedback and recommending best practices.
 
Cross-Functional Collaboration
• Build strong working relationships with Sales, Logistics, Warehouse, Delivery, and other internal departments to support seamless customer experiences.
  
  
Leadership Support
• Support the Supervisor with the day-to-day operation of the department, ensuring business priorities are effectively managed in their absence.
• Assist with workforce planning, scheduling, workload balancing, and operational decision-making to achieve departmental goals.
• Perform additional leadership or operational responsibilities as assigned to support departmental and organizational success.
• Assist leadership in implementing operational initiatives, process improvements, organizational change management activities and other activities.

What you bring..

• Previous experience in customer service, administrative, training or team lead role.
• Experience providing on-the-job coaching, classroom instruction or online training
  required for the role.
• Strong customer service focus with the ability to manage escalated situations professionally.
• Excellent verbal and written communication skills.
• Strong time management and organizational skills.
• Detail oriented with strong analytical and problem-solving skills.
• Strong systems and process capabilities.
• Experience analyzing performance data and applying findings in a constructive way.
• Skilled in using CRM and order management systems.
• Ability to quickly understand and explain processes and workflows.
• Proven ability to build strong relationships with clients, team members, leaders and business partners.
• Strong leadership skills, including collaboration, communication, decision making and creative problem-solving.
• Motivated and self-sufficient, with the ability to work well under pressure and move forward with confidence.
• Advanced knowledge of Microsoft Office.
• Ability to establish priorities, work independently and support a high-volume team environment. Nice to Have List additional assets that would support success in the role.
  
  

Nice to have..

Why join Trail:

• Extended Health Benefits
• Merit Performance
• Generous employee discounts 
• Gym membership discount 
• Employee Recognition Program
• Company events 

Work Environment..

• 40 hour a week schedule, flexibility with hours/days
• Flexible to work weekend shifts or overtime when needed to meet customer needs