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Order (Fulfillment) Experience Team Lead
dbrand
·
3.6
Mississauga, ON
$60,000–$65,000 a year
Full-time
Apply now

Job details

$60,000–$65,000 a year
Vision care, Dental care, Profit sharing
Full-time
Morning shift
Mississauga, ON

Full job description

Description


This role works a morning shift with the hours of work being 7:00 a.m. - 3:30 p.m.

The Role

Picture this: you're working for one of the fastest-growing eCommerce businesses in the world. Your core product is manufactured in-house. It's highly configurable, allowing customers to select from over twenty different material variations. Oh - and this level of customization is offered across over 200 different electronic devices.
All of these SKUs need to be picked in various combinations by the Order Experience team. Who leads that team? Not you. At least, not yet. Let's see if we can change that.
Optimization is why you get out of bed in the morning - in fact, you've found the optimal way to get out of bed. Whether you're analyzing several months of fulfilment data, coaching your team on effective techniques, allocating time for special requests, or implementing technology driven solutions - you're the glue holding the ship together and the propulsive wind in its sails.
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 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: A launch drops, a carrier misses a pickup, label generation is down, and a batch needs re-picking. The plan you made at 7am is gone by 9. You make a new one and the floor keeps moving.
  • Analytical: You know the team's pick rate, error rate, and aging-order count because you checked them this morning. When the numbers slip, you can usually say why before anyone asks.
  • Collaborative: CX needs an order expedited, Supply Chain needs a count, Production needs a heads-up. You're the person all three ping on Slack, and they only have to ping once.
  • 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, then taught it to everyone else.
  • Demanding: A 99% accuracy rate still means hundreds of wrong orders a month. You hold the team to 100%. Every order gets the same process on a slow Tuesday and on Black Friday. You don't lower the target, you help the team reach it.
  • Enthusiastic: An empty aging queue and a Black Friday where everyone goes home on time are the kind of thing you actually care about.
  • Innovative: When a step wastes thirty seconds, you don't ask people to hurry. You find a way to make the step redundant.
  • Persistent: Order backlogs, outages, a new wave of staff who have never packed an order. You've worked enough peak seasons to know it's all part of it.
  • Reliable: Reports land before anyone asks. The team hits the targets you said they'd hit. The rush shows up and so does a team that's ready for it.

The Responsibilities and Qualifications


In order to make a positive impact as part of our team, your focus in this role will be to:
  • Coordinate daily departmental activities, such as day-to-day tasks, meetings, ongoing coaching, and performance improvement.
  • 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), taking ownership of departmental execution, and setting the right example for the rest of the team.
  • Nurture your team members’ talents and encourage them to continuously build their competencies, helping identify and facilitate growth paths.
  • Take on and own additional tasks and projects as they present themselves, dependent on shifting departmental priorities.
  • Maintain ERP data integrity and ensure accurate order information across systems, proactively identifying and correcting discrepancies to support operational accuracy.
  • Support departmental technology initiatives and system improvement projects, collaborating with cross-functional teams to enhance tools, workflows, and reporting capabilities.
  • Track, analyze, and prepare KPIs for the Order Experience team and management, providing clear visibility into departmental performance.
  • Maintain and update team performance metrics regularly, holding team members accountable to established targets and service levels.
  • Liaise closely with Customer Experience and Supply Chain teams to align on order prioritization, fulfillment status, and escalations.
  • Prepare daily operational updates and performance reports to Senior Management, highlighting risks, trends, and action plans.
  • Collaborate with Inventory and Production teams to prioritize stock allocation, minimizing aging orders and backlog risk.
  • Drive continuous improvement initiatives within the department, identifying opportunities to enhance operational efficiency, accuracy, and overall team performance.
  • Provide oversight and support for special handling orders (e.g. influencer, PR, or priority shipments), ensuring timely and precise execution.
  • Act as a role model of dbrand’s core values, fostering a culture of collaboration, accountability, and operational excellence while maintaining a safe and respectful work environment.
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, with the ability to craft clear and concise guides and documentation.
  • Proficiency in Google Sheets and/or Microsoft Excel, with the ability to analyze data, build reports, and track performance metrics.
  • Experience working with ERP and/or WMS platforms, with a strong understanding of order flow, inventory management, and fulfillment processes.
  • An impeccable communication style - your grasp on the English language is flawless.
  • An understanding of LEAN principles for warehouse management and process optimization.
  • Proven track record of coaching and mentorship, in a high-performance environment.
  • Considerable working memory and the ability to successfully multitask.
  • Honed computer skills, including Windows OS operation, text editors, spreadsheet / data analysis, web applications, and task management.
  • Detail-oriented, self-sufficient, resourceful, organized, and proactive.
  • The instinct to help teammates thrive and the openness to learn from their experiences.
  • 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 technology.

The Moment of Truth


The job starts between $60,000 and $65,000 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 backfilling an existing role.


About dbrand

Company Information

dbrand started in a Toronto basement on November 11, 2011. Today, we make skins, cases, screen protectors, and gaming accessories. A lot of people buy them.

Most companies in our category grow by buying ads on Facebook. We've never really needed to. The biggest reviewers in tech have been covering our products for over a decade, since before most of them had an audience. The things we make and the things we post get shared without us asking. Between the two, our products end up in front of millions of people who were already paying attention, not millions who were interrupted by another ad on one of Zuckerberg’s platforms.

Some of this sounds made up. Our timeline has the exhaustive record if you want it, but here's a small window into what fifteen years of building a culture looks like.

In 2013, a college student named Marques Brownlee bought a skin from us. He's now the most-watched tech reviewer on earth. North of a decade later, we still make products together. When Sony threatened to sue us over a set of black PS5 panels, we shipped a redesign with their cease-and-desist letter molded on the inside of the new version. A four-word reply to a customer on Twitter hit the front page of Reddit, then did it again, and again, and again.

The first time our products hit a physical retail shelf the entire nationwide stock sold out in three days. We're now the #1 seller across five categories in Best Buy. Twenty thousand people bought empty boxes from us on Boxing Day because we told them to. Strangers have our logo tattooed on them.

We still don't know why.

dbrand welcomes applications from people with disabilities. Accommodations are available on request at every stage of the hiring process. Employment decisions are based on qualifications, merit, performance, and business needs. We're an equal opportunity employer with zero tolerance for discrimination, and we expect everyone here to treat each other with respect.

Pay: $60,000.00-$65,000.00 per year

Work Location: In person

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