Manager, Service Delivery

JOB SUMMARY

We are seeking a Manager to lead our Air/Sea team of 7-10 with various clients and commodities. You would be responsible for the day to day administration of the Import Brokerage 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. 

The ideal candidate has a strong foundation in customs brokerage and import operations, client service mindset, combined with a positive, team-oriented attitude. Proven experience coaching and mentoring employees, fostering professional growth and development, while also driving continuous process improvements to enhance efficiency, accuracy, and overall team performance.

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 team members
• 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.
• In collaboration with the Director, 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
• Client onbarding/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

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.

JOB RESPONSIBILITIES

COMPETENCIES