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Job Description:

US Brokerage- Team Leader Job Description

Job Summary

The Team Lead is a full‑time position responsible for providing operational leadership, administrative support and technical coaching to associates to ensure the accurate and timely identification, processing and update of shipment information. The role applies sound judgment and independent initiative to identify issues, analyze problems, and implement appropriate solutions in a fast‑paced operational environment. The Team Lead monitors process efficiency, ensures optimal utilization of resources and supports the effective implementation of process, policy and procedural updates to maintain service integrity and operational excellence

Key Responsibilities

• Provides day‑to‑day leadership for GFF US Brokerage to ensure shipment processing meets established service time commitments (TAT).
• Plans, prioritizes and assigns work to associates to ensure timely completion, productivity (PPH), and accuracy standards are consistently achieved.
• Monitors queue volumes, workflow and resource utilization; adjust assignments as needed to maintain service levels and avoid backlogs.
• Serves as the primary liaison between associates and supervisors, ensuring effective communication and operational continuity.
• Coaches, mentors and provide ongoing performance feedback to associates to support service level adherence and continuous improvement.
• Reviews productivity, quality and status reports; identifies trends, exceptions and performance gaps; and implements corrective actions.
• Assists associates with complex or exception‑based work to prevent service failures and customer escalations.
• Takes ownership of associate inquiries, operational issues and customer‑impacting concerns through resolution to ensure internal and external customer satisfaction.
• Identifies and implements process improvements to increase efficiency, reduce errors and support cost‑effective operations.
• Ensures compliance with UPS policies, procedures, service guidelines and internal control requirements.
• Conducts audits, identifies exceptions, documents findings and implements corrective actions in support of internal audit and compliance standards.
• Communicates operational risks, performance issues or process gaps to management for escalation or additional support when required.
• Maintains current knowledge of system functionality, service features and process updates through training and knowledge‑sharing with the team.
• Holds associates accountable to established performance standards and supports skill development through targeted coaching and training recommendations.

Skills & Qualification Requirements

• Bachelor’s degree or equivalent education required, with a minimum of 2 years of experience within UPS.
• Prior experience supporting Brokerage and/or Global Freight Forwarding (GFF) operations preferred.
• Demonstrated knowledge or experience in automation tools, system enhancements, or process improvement initiatives considered an advantage.
• Proficient working knowledge of Microsoft Office applications and operational databases.
• Strong leadership capabilities with the ability to motivate, coach  and guide associates to achieve performance objectives.
• Effective verbal and written communication skills, with the ability to present information clearly and respond professionally to inquiries.
• Proven problem‑solving, analytical and decision‑making skills in a time‑sensitive operational environment.
• Ability to work effectively in a fast‑paced, dynamic operations setting while managing multiple priorities.
• Demonstrated flexibility to work rotational shifts based on business and process requirements.

Employee Type:
 

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