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.

We are seeking an experienced and dynamic Regional Manager to lead our National Service Center, Premier Automotive team. This pivotal role requires a leader with expertise in automotive customs brokerage and cross-border logistics, responsible for overseeing operations that ensure the compliant and efficient release of trucks across international borders. The successful candidate will provide exceptional client experience for our premium automotive Original Equipment Manufacturers (OEMs) and Tier 1/Tier 2 suppliers by driving operational excellence, proactively managing key client relationships, and leading a high-performing team to achieve service delivery and strategic objectives in a highly regulated environment. This role also requires strong people leadership competencies, including the ability to manage and train teams effectively, build capability and bench strength, and create an inclusive, engaged, and accountable team environment. We are looking for someone who is passionate about developing people, building strong teams, and fostering a positive culture that supports performance, collaboration, and continuous improvement.

KEY DUTIES & RESPONSIBILITIES

• Supervise the Service Delivery Team(s) or Release Production Team(s) on a day-to-day basis.
• Responsible for on-going 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.
• Atleast 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

EDUCATION

CERTIFICATIONS DESCRIPTION

LCB preferred, CCS required

COMPETENCIES