Director, Brokerage

Livingston International; Toronto; On-site; CAD 100,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Transparent pay philosophy

Job summary

Livingston International is seeking a senior service centre leader to manage overall service levels for a designated client base. You will lead multiple client service teams and the regional support department, fostering strong relationships with the release branch network.

You will drive process improvements, monitor KPIs, and plan staffing and budgets while promoting leadership and collaboration within the service centre. An extensive background in brokerage ops and client service is required.

Qualifications

• 10+ years of progressive experience in client service or operations management.
• Associates Degree or post-secondary education in Business or Global Trade/Commerce.
• Fully conversant with Brokerage operations policies/procedures.
• Excellent English communication, both written and oral.

Responsibilities

• Oversee the service level management for a base of clients and multiple client service teams.
• Establish processes to develop and maintain relationships between client service centre units.
• Coordinate between service delivery teams and release branch network to ensure efficiency.
• Develop staff and leadership within the service centre.
• Plan and organize operation and manage budgets, manpower, and KPIs.
• Monitor and improve workflows to reduce costs and improve client service.

Skills

Excellent communication

Leadership

Analytical skills

Customer focus

Interpersonal skills

Time management

Decision making

Professional image

Education

Associates degree or higher in Business or Global Trade/Commerce

Job description

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Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.

What’s in it for you?

At Livingston, we are committed to fostering a flexible, growth-oriented environment where you can thrive. Our culture is built on respect, recognition, and collaboration, and we empower our team with trusted expertise, continuous learning opportunities, and long-term support. We offer competitive compensation, comprehensive benefits, and a transparent pay philosophy aligned with market data and job-related factors.

JOB SUMMARY

Accountable for the overall service level management for a designated base of industry-related clients, through the management of multiple client service teams and the regional support services department. Maintains positive employee relations and encourages synergies between the client service centre and the national release branch network.

KEY DUTIES & RESPONSIBILITIES

• Monitors and manages the level of service being provided to ensure that we are able to meet our clients’s expectations and needs
• Establishes processes and systems aimed at developing and maintaining effective working relationships between the various units in the client service centre
• Acts as liaison between service delivery teams and the release branch network in the resolution of work flow or any other problems that are preventing Livingston from delivering the desired level of efficiency and client service
• Resolves operational conflicts and identifies opportunities for greater synergy between service delivery teams and release branch network
• Maintains and promotes positive employee relations
• Develops evaluation systems that will enable us to effectively track the volumes and accuracy of work output to achieve measurable success with the client base
• Examines and redesigns work flows, forms, office configurations and facilities to achieve maximum efficiency and reduce operating costs
• Designs, develops and conducts studies aimed a work simplification, work efficiency and improved client service in the end to end processing environment
• Responsible for establishing, developing and maintaining client relationships
• Responsible for managing client issues by developing action plans and monitoring progress
• Work in conjunction with Sales/Service personnel to identify deadlines and commitments with clients
• Resolves operational conflicts and identifies opportunities for greater synergy between the client service teams and release branch network
• Examines the ebbs and peaks in the operating process and identifies creative and cost effective staffing solutions to the workflow
• Manages all aspects of the service centre including, but not limited to:
  • managing expense budget
  • forecasting manpower requirements
  • conducting resource planning
  • monitoring key performance indicators for client service teams
• resolving relationship issues
• developing leadership within the service centre
• Responsible for fostering the ongoing development within the service centre including problem solving, decision making, performance appraisals, training and development, etc.
• Plans and organizes all aspects of the operation for the client service teams and support functions

KNOWLEDGE & SKILLS

• Fully conversant with all company policies/procedures related to Brokerage operations
• Excellent oral and written communication skills, i.e. proficiency in the English language
• Excellent analytical and organizational skills
• Ability to use sound judgment and make factual decisions
• Ability to maintain effectiveness while managing/balancing multiple tasks
• Excellent leadership skills with the ability to develop human capital
• Handles stressful situations and a high volume of work
• Service oriented giving high priority to customer satisfaction
• Required to have excellent interpersonal skills to deal effectively with clients, team members, other departments and all levels of management
• Reflects a professional company image

Office equipment/machinery used:

• Personal Computer
• Common business machines

WORK EXPERIENCE – MINIMUM REQUIRED

10 + years of progressive experience

EDUCATION

Required: Associates Degree or post-secondary education in Business or Global Trade/Commerce

CERTIFICATIONS DESCRIPTION

COMPETENCIES

Accountability

Agility

Business Acumen and Straight Talk

Customer First Focus

Inclusion and Collaboration

Leading and Developing

Diversity, Equity, and Inclusion at Livingston

We are proud to be an inclusive employer and welcome applicants of all backgrounds, experiences, and perspectives. We know some candidates, especially women and people of color, may hesitate to apply unless they meet every requirement.

Livingston is an equal opportunity employer committed to an inclusive, respectful workplace. We welcome applications from people with disabilities and will accommodate needs throughout the hiring process. Please let us know if you require any accommodations when you apply.

Vacancy Status:This posting is for an existing, currently available position.