The posting
This role works an afternoon / evening shift with the hours of work being 3:00 p.m. - 11:30 p.m.
The Role
Picture this: you’re working at one of the fastest-growing eCommerce companies on the planet. We manufacture our products in-house and they’re aggressively customizable with 20+ material variations across 200+ electronic devices. Every possible combination needs to be picked, packed, and shipped flawlessly. When the daytime team can't quite close the deal, the evening shift steps in and makes it happen. Who leads that team? Not you. Yet. Let's see if we can change that.
This isn’t a daylight, fully-staffed, everything goes to plan kind of role. You’ll be taking ownership of a dynamic mix of full-time employees and temporary talent with fluctuating volumes.
Whether you’re dissecting months of fulfillment data, leveling up new hires in real time, balancing labour across a mixed workforce, or implementing tech-driven fixes that eliminate repeat errors, you’re the stabilizing force and the performance engine.
Our question is: if you were in our shoes, would you hire yourself?
If you answered "yes," you're either the candidate of our dreams, or supremely overconfident. Keep reading to find out which it is.
The Environment
At dbrand, expect a clean, modern, well-lit warehouse with desks, chairs, and countless rows of inventory bins. The organization of those bins is immaculate. After all, it needs to be -- the less time we waste hunting for products, the more time we spend ensuring that the dbrand purchasing experience is second to none for our legion of adoring cult-like customers.
We work in an environment where technology drives everything that we do. It also favours and rewards those with unparalleled foresight and organizational skills. That goes double for our prospective Assistant Order Experience Team Lead, who's able to immerse themselves in the finer details without losing sight of the bigger picture.
Before you can get the opportunity to lead our dynamic team and further develop our fulfilment process to continue driving best-in-class quality products and distinctive customer experiences, you'll need to prove yourself. Let’s see if you’ve got what it takes…
The Characteristics
- Agile: The day team hands off at 3pm. Whatever they didn't get to is now yours, along with a mix of full-timers and temps whose headcount changes week to week. You reshuffle the plan and the floor keeps moving.
- Analytical: You know who's picking fast and who's picking accurately, and that those aren't always the same person. When the shift's numbers slip, you can usually say why before anyone asks.
- Collaborative: CX, Supply Chain, and the day shift are mostly offline by the time your problems show up. You solve what you can, flag what you can't, and the Team Lead has a clear handoff waiting in the morning.
- Curious: You've tested a different pick path to see if it was faster. You've traced an aging order back through the ERP to find out where it got stuck. You've asked the fastest person on the team how they do it, and you've figured out how to teach it to someone on their first night.
- Demanding: A 99% accuracy rate still means hundreds of wrong orders a month. You hold the team to the number, and since you're picking alongside them, you hold yourself to it where they can see.
- Enthusiastic: It's 10pm, the order queue is long, and half the room started this week. The shift's energy is whatever yours is.
- Innovative: When a step wastes thirty seconds, you don't ask people to hurry. You find a way to make the step redundant.
- Persistent: A short-staffed night, an outage at 9pm, a new onboarding wave who've never packed an order. You've worked enough peak seasons to know it's all part of it.
- Reliable: When the Team Lead and the GM have gone home, the shift runs the way it would if they were standing right next to you.
The Responsibilities and Qualifications
In order to make a positive impact as part of our team, your focus in this role will be to:
- Lead and oversee a team of Order Experience Specialists during the afternoon or night shift, taking ownership of departmental execution for the respective shift.
- Exhibit mastery of all dbrand Order Experience functions and tasks (including picking, packing, and shipping orders using the WMS, order management and allocation in the ERP, special instructions, aging orders investigation, CX escalations, ClickUp task management, and data management) and setting the right example for the rest of the team.
- Onboard new team members on the Pick, Pack and Ship process, ensuring team proficiency with the WMS, efficient operational workflows, extremely high standards of order quality and accuracy, and adherence to safety protocols.
- Perform the Pick, Pack and Ship process at an expert level, consistently achieving efficient, high-quality output, leading by example, and using hands-on experience to coach and train the team.
- Consistently provide knowledge checks, group training sessions, and individual coaching to new and existing team members to drive measurable team improvement.
- Track daily team member productivity and output, ensuring that team members consistently meet department targets.
- Proactively identify interpersonal and operational challenges within the department, working in tandem with the Order Experience & Shipping Team Lead to deliver solutions.
- Keep in lockstep with the Order Experience & Shipping Team Lead and Warehouse General Manager, ensuring alignment on communication, people, and strategy.
- Actively promote and enforce a safe work environment, ensuring compliance with all warehouse health and safety standards, and accurately document, report, and follow up on any health and safety incidents in accordance with company procedures.
- Take on and own additional tasks and projects as they present themselves, dependent on shifting departmental priorities and business needs.
- Actively maintain a clean, organized, and safe work environment across all job functions, always upholding warehouse safety protocols.
If you find a box you can’t check, stop reading and look for a company who demands less from their OX team.
- Minimum two years experience in a modern, eCommerce warehouse environment.
- Strong written and verbal communication skills, and impeccable communication style - your grasp on the English language is flawless.
- An understanding of LEAN principles for warehouse management and process optimization.
- Considerable working memory and the ability to successfully multitask.
- Proven ability to deliver effective group training and individualized coaching.
- Honed computer skills, including Windows OS operation, text editors, spreadsheet / data analysis, web applications, and task management.
- Creativity and inventiveness, abilities that will aid you in crafting a meaningful brand experience for our customers.
- Dexterity, resulting in speed while maintaining accuracy.
- Detail oriented, self sufficient, resourceful, organized, and proactive.
- The instinct to help teammates thrive and the openness to learn from their experience.
- The ability to solve complex problems (or know where to find the answer).
- Commitment to long-term growth and learning opportunities.
- Insights and engagement with the current state of smartphone and mobile tech.
The Moment of Truth
The job starts between $50,000 and $55,000 per year with health, dental, vision, profit-sharing and GRSP benefits. We’re located a few minutes west of Pearson Airport.
Still think you have what it takes to lead our world-class Order Experience team?
To be perfectly honest, we doubt it.
You're welcome to prove us wrong.
Vacancy Disclosure: This is a new role.
