Manager, Service Delivery ( customs)

Livingston International; Fort Erie; On-site; CAD 70,000 - 90,000; Full time

Job summary

A prominent customs brokerage in Fort Erie is seeking a Service Delivery Team Supervisor. The role involves managing the Service Delivery Team to ensure effective communication and client service. Candidates should have significant experience in team management, client relationship maintenance, and compliance with customs regulations. A high school diploma is required, while a bachelor’s degree and CCS designation are preferred. Join a diverse and inclusive workplace committed to professional growth.

Qualifications

• 6 years of related experience required.
• Team management experience is necessary.
• Pursuing or completing Certified Customs Specialists (CCS) designation.

Responsibilities

• Supervise the Service Delivery Team.
• Ensure staff operations and client service meet established standards.
• Support business development efforts.
• Manage and audit duty and freight liabilities.
• Implement process improvement opportunities.

Skills

Profit & Loss management

Interpersonal skills

Coaching and team development

Leadership skills

Client Service orientation

Analytical skills

Education

High School/GED

Bachelor's Degree or equivalent

Tools

Microsoft Excel

Microsoft Word

Microsoft Power Point

Job description

We provide clarity in a world of trade complexity so that businesses can grow further, faster, smarter. Over 30,000 clients trust us with their customs brokerage, trade consulting, global trade management and freight needs.

Job Summary

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

Team management 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

We know that women and people of color may be less likely to apply if their professional experience does not exactly match the job description. Livingston is striving to build a culture where differences are celebrated; therefore, if you are excited about this position, we encourage you to apply even if your experience may not check every box.

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.

Location

ON Fort Erie - CN050