Regional customs Manager, Client Service

Livingston International; Canada; On-site; CAD 84,000 - 127,000; Full time

Job summary

Livingston International is seeking a Regional Client Service Manager to lead staff, drive client satisfaction, and achieve regional targets. You will guide teams, mentor staff, and ensure strong relationships across the client base while optimizing revenue and profitability.

The role requires hands-on leadership, excellent communication, and adept use of CRM tools to monitor KPIs and report performance. A Bachelor's degree and 6 years of experience are expected.

Qualifications

• 6 years of related experience.
• Bachelor's Degree or equivalent.
• Excellent communication and client service skills.
• Ability to analyze data and generate insights.

Responsibilities

• Train, motivate, mentor, coach and manage staff performance.
• Ensure exceptional client service and strong client relationships.
• Drive region revenue, profitability, retention, and satisfaction targets.
• Analyze data and run reports to identify trends and improve loyalty.
• Manage CRM systems to drive efficiency and report KPIs.
• Develop regional processes to achieve goals.
• Conduct performance reviews annually.
• Collaborate cross-functionally to resolve issues.

Skills

Client relationship management

Leadership

Data analysis

Presentation skills

CRM software

Project management

Education

Bachelor's Degree or equivalent

Tools

CRM tools

MS Office (Word, Excel, PowerPoint)

Job description

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.

Job Summary

Reporting to the Director, Client Service, this position is responsible for the overall service level management for all clients within their region. Responsible for achieving team profitability, client retention, up‑selling opportunities and client loyalty through performance management, training, coaching, mentoring and motivating staff.

Key Duties & Responsibilities

• Train, motivate, mentor, coach and manage the overall performance of staff members to achieve results.
• Ensures delivery of exceptional client service to foster and enhance superior client relationships within the region.
• Drive the revenue, profitability, retention, and client satisfaction to ensure the region meets or exceeds its targets. Review attainment vs. target for the region and develop corrective actions where necessary.
• Analyze data and run reports for clients within the region to identify trends and patterns, track lost business, determine and resolve root cause issues and increase client satisfaction and loyalty.
• Manage and control the use of systems and technology, such as the Customer Relationship Management (CRM) tools, to drive efficiency in all client service operations. Monitor and report service level statistics and other key performance indicators.
• Develop processes and procedures to achieve regional goals and objectives.
• Conduct root‑cause analysis and create scalable solutions to resolve systemic issues or service delivery deficiencies.
• Create and foster partnerships with other internal departments to resolve cross‑functional communication or cooperation difficulties.
• Assist direct reports with challenging barriers and obstacles they may encounter.
• Maintain appropriate balance between client service and up‑selling activities/sales focused revenue growth.
• Attend client visits with the Client Service Mangers as required.
• Complete annual performance reviews with direct reports.
• Perform other related duties as assigned by management.
• Adhere to established policies and procedures.

Knowledge & Skills

• Excellent interpersonal skills. Ability to develop and maintain deep, consultative relationships with external and internal clients.
• Good communication skills (both written and verbal).
• 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

6 years of related experience

EDUCATION

Required: Bachelors Degree or equivalent

COMPETENCIES

• Business Acumen and Straight Talk
• Leading and Developing
• Inclusion and Collaboration
• Customer First Focus
• Agility
• Accountability

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.

Base salary is one component of our total rewards package which also includes incentive opportunities, benefits, and professional development. Salary ranges are established by location and reflect relevant factors such as skills, experience, and market conditions. The good‑faith salary range for this position is cad 84,455-127,000 CAD. Actual compensation will be determined based on these factors and may vary accordingly.

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. If this role excites you, we encourage you to apply.

Livingston is an equal opportunity employer committed to fostering an inclusive and accessible workplace. Accommodations are available throughout the recruitment process for applicants with disabilities. If you require an accommodation, please advise when submitting your application. In accordance with Ontario transparency requirements, t his posting is for an existing, currently available position. In accordance with Ontario transparency requirements, this posting is for an existing, currently available position.

Job Type: Full Time

Location: HomeOffice Ontario