Manager, Service Delivery
About the role
We are seeking a Manager to lead our Truck/rail team of 6-10 with various clients and commodities. You would be responsible for the day to day administration of the Service Delivery Team, 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.
Key Duties & Responsibilities
- Supervise the Service Delivery Team on a day-to-day basis ensuring we are meeting SOP with the client.
- 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.
- 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.
- Manage staffing decisions: recruitment, hiring, and terminations for the department.
- Complete annual performance reviews and make salary recommendations.
- 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.
- Client onboarding/orientation.
- 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.
- 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
- Experienced in managing high shipment volumes.
- Extensive knowledge in Customs and regulatory requirements.
- Strong team leadership and ability to coach and grow team development skills.
- Strong leadership skills.
- Client Service orientation.
- 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
- 6 years of related experience.
- Team management experience.
Education
- Required: High School/GED or equivalent.
- PREFERRED: Bachelors Degree or equivalent.
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.
Compensation
The good-faith salary range for this position is 71,875-111,000 USD. Actual compensation will be determined based on these factors and may vary accordingly.
Diversity, Equity, and Inclusion
We are proud to be an inclusive employer and welcome applications from individuals of all backgrounds, experiences, and perspectives. Inclusiveness makes us stronger and better at what we do. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect, and one which reflects the diversity of the community in which we operate.