Manager, Service Delivery

Livingston International; Montreal; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player in customs brokerage is seeking a dedicated Service Delivery Manager to lead their team. This role is pivotal in ensuring seamless communication between branches and clients, managing service delivery, and maintaining high client satisfaction. The ideal candidate will have extensive experience in service delivery and a strong client service orientation. Join a supportive culture that values growth and development, where your leadership skills can shine and contribute to the success of a market leader in international trade. If you are ready to make an impact, this opportunity is for you.

Qualifications

• 6+ years of related experience in customs brokerage or service delivery.
• Strong leadership and client service orientation required.

Responsibilities

• Supervise the Service Delivery Team ensuring effective client communication.
• Manage service delivery, ensuring compliance with regulations.
• Support business development and maintain client relationships.

Skills

Profit & Loss management

Interpersonal skills

Coaching and team development

Leadership skills

Client Service orientation

Oral and written communication

Decision making

Analytical skills

Education

High School/GED or equivalent

Bachelor's Degree or equivalent

Tools

Microsoft Office (Excel, Word, PowerPoint)

Job description

Join Livingston, the largest customs broker in Canada and the third largest entry filer in the U.S. We’re a market leader offering customs brokerage, consulting and compliance, and freight forwarding services at more than 90 key locations in North America, Europe and Asia. Customs brokerage is our core business and helping our customers navigate the complex and changing world of international trade is what we do best. Consider joining our team for the opportunity to grow your career. From entry level to expert advisors, our supportive culture of learning will help you get the career you want.

Job Type: Full Time

This position is responsible for the day-to-day administration of the Service Delivery Team ensuring clear communication/coordination between the branch and service center; 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. 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.
• 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.
• 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.
• 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.
• 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 Profit & Loss management and budgeting.
• Good interpersonal skills to deal effectively with team members and others within the organization.
• Good coaching and team development skills.
• Ability to reflect a professional company image.
• Strong leadership skills.
• Client Service orientation.
• Good oral and written communication skills.
• 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.

EDUCATION

Required: High School/GED or equivalent.

Preferred: Bachelors Degree or equivalent.

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.

COMPETENCIES

Customer First Focus

Business Acumen and Straight Talk

Accountability

Agility

Leading and Developing

Inclusion and Collaboration

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

For Canada: 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. If you require accommodations for interviews or other meetings, please advise when submitting your application.