JOB SUMMARY

We are looking for a collaborative leader to join our Livingston team! As Manager, Service Delivery, you will be responsible for the day-to-day administration of the Service Delivery Team ensuring clear communication/coordination between the branch and service center; managing excellent service delivery to the client 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. This position sits within our Air/Sea Brokerage division.

KEY DUTIES & 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

KNOWLEDGE & SKILLS

• Licensed Customs Broker preferred
• Experienced in Profit & Loss management and budgeting
• Experienced in leading dynamic teams
• Good interpersonal skills to deal effectively with team members and others within the organization.
• Excellent coaching and team development skills
• 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

WORK EXPERIENCE – MINIMUM REQUIRED

EDUCATION

CERTIFICATIONS DESCRIPTION

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.

COMPETENCIES