Regional Manager, Client Service

JOB SUMMARY

Reporting to the Director or Senior Director, US Brokerage, this position is responsible for the day-to-day administration of the Service Delivery Team(s) or Release Production Teams ensuring clear communication/coordination between the branch and service center; managing the overall service delivery to the clients through release, entry summary and billing; 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(s) or Release Production Team(s) on a day-to-day basis.
• Responsible for ongoing coaching, guidance, performance feedback, training planning and development for the members of the team.
• Manage productivity and monitor work force management metrics against standards inclusive of Transactions Per Hour (TPH), Active Application Time (DPA), Release Commitment Time (RCT), etc.
• Manage and capture audit results and monitor metrics and measurements against standards.
• Audit new clients or clients with revised fees to ensure fee profile was setup accurately and invoice was created based on client Livingston Client Service Agreement (LCSA).
• Communicate Customs and Border Protection (CBP) changes that will impact business processes to the team.
• Welcome and facilitate discussion within the team about opportunities for process and customer service improvements.
• Ensure accurate and timely release, entry summary of all shipments for the designated client base.
• Establish communication link between the team, the client, CFS, Sales, the Release Branches, Customs Border Protection and participating government agencies (PGA)’s.
• Provide Technical expertise in Customs and other Participating Government Agency regulations.
• Participate in the development, coordination, and implementation of required changes to Livingston’s processes and procedures to incorporate new regulations and/or continuous improvement initiatives.

KNOWLEDGE & SKILLS

• Excellent interpersonal skills. Ability to develop and maintain deep, consultative relationships with external and internal clients.
• At least 5 years team management experience
• Knowledge and experience with project management methodology and techniques.
• Excellent problem solving and conflict resolution skills.
• The ability to make and execute effective decisions based on factual content.
• Comfortable preparing and making presentations to small and large audiences.
• Ability to be self-motivated, creative and work in a challenging and stressful environment.
• Ability to prioritize, plan and schedule activities.
• Excellent understanding of customs brokerage process, procedures, regulations, and regulatory requirements.
• Working knowledge of Microsoft Office software (MS Word, MS Excel, MS PowerPoint) and Customer Relationship Management tools.

WORK EXPERIENCE – MINIMUM REQUIRED

• At least 5 years of team management experience in customs brokerage or related field.
• Experience with project management methodologies and techniques.
• Proven track record of delivering high-quality customer service and meeting deadlines.
• Strong technical knowledge of customs regulations and procedures.

EDUCATION

• Licensed Customs Broker (LCB) preferred, Certified Customs Specialist (CCS) required.

CERTIFICATIONS DESCRIPTION

• Licensed Customs Broker (LCB) preferred, Certified Customs Specialist (CCS) required.

COMPETENCIES

• Resilience and adaptability to handle a fast-paced and ever-changing environment.
• Strong leadership and motivational skills to inspire and guide a team towards achieving common goals.
• Strategic thinking and decision-making abilities to navigate complex regulatory environments and drive operational excellence.
• Effective communication and interpersonal skills to build and maintain strong relationships with clients and colleagues.
• Continuous learning and development mindset to stay updated with industry trends and best practices.

PAY & BENEFITS

Base salary is one component of our total rewards package which also includes incentive opportunities, benefits, and professional development. Salary ranges are established by location and reflect relevant factors such as skills, experience, and market conditions. The good-faith salary range for this position is $84,175 - $130,000 USD. Actual compensation will be determined based on these factors and may vary accordingly.

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. Accommodations are available for applicants and employees with disabilities throughout the recruitment process.