Manager, Service Delivery ( customs)

Livingston International•Fort Erie, ON

101d

About The Position

We provide clarity in a world of trade complexity so that businesses can grow further, faster, smarter. Over 30,000 clients trust us with their customs brokerage, trade consulting, global trade management and freight needs.JOB SUMMARYThis position is responsible for the day to day administration of the Service Delivery Team ensuring clear communication/coordination between the branch and service center; managing the overall service delivery to the clients through classification and entry summary; coordinating “single-point of contact” for the customer; and ensuring client relationships are maintained through proactive client contact and superior customer service.

Requirements

Experienced in Profit & Loss management and budgeting
Good interpersonal skills to deal effectively with team members and others within the organization.
Good coaching and team development skills
Ability to reflect a professional company image
Strong leadership skills
Client Service orientation.
Good oral and written communication skills
Ability to make decisions and recommendations within authorized limits prescribed.
Extensive knowledge of Microsoft Office applications such as Excel, Word, Power Point
Analytical skills with problem solving ability
6 years of related experience
Team management experience
High School/GED or equivalent
Working towards/or successful completion of the Certified Customs Specialists (CCS) designation with the Canadian Society of Customs Brokers (CSCB) or the National Customs Brokers & Forwarders Association of America (NCBFAA) is a requirement, if not already obtained.
Successful completion of the CCS examination is a mandatory requirement for further advancement.

Nice To Haves

Bachelors Degree or equivalent

Responsibilities

Supervise the Service Delivery Team on a day-to-day basis. Responsible for on-going coaching, guidance, performance feedback, training planning and development for the members of the team.
Ensure that staff operations are being performed within established timeframes and corporate governance standards and adheres to Customs and OGA rules & regulations
Ensure that teams are working within budget from a revenue and cost perspective
Ensure client service meets corporate objectives and is provided on a proactive, timely basis
Support business development efforts, including client visits as required
Provide expert advice to both internal and external customers
Set standards and procedures so that Customs entries and client billings and operations as a whole are consistent, accurate, and timely
Manage duty and freight liabilities to ensure billed and paid amounts are accurate and timely
Manage and capture audit results and monitor metrics and measurements against standards. Regularly provide feedback and coaching to employees and where necessary or required to the Client.
Stay apprised of changing regulatory requirements and disseminate information to staff and/or clients
Actively seek out, develop and implement process improvement opportunities for the business