Service Coordinator

Livingston International; Quebec; On-site; CAD 40,000 - 55,000; Full time

Job summary

Livingston International is seeking a Service Coordinator for its Canada operations. The role focuses on responding to client inquiries, resolving issues, and identifying root causes to ensure permanent resolutions for assigned Clients.

You will provide secondary support to other Service Coordinators in your pool and collaborate with internal teams to improve service outcomes. The position emphasizes strong communication, problem solving, and proactive client service, with opportunities to

Qualifications

• Strong written and verbal communication skills.
• Good problem solving, judgement, analytical and decision-making abilities.
• Strong initiative and workload prioritization.
• Solid foundation of operating systems knowledge.
• Familiarity with customs procedures and regulations.

Responsibilities

• Respond and resolve general and complex client inquiries with root-cause analysis.
• Maintain and monitor client relationships and identify up-sell opportunities.
• Ensure client satisfaction with responses and resolutions.
• Research and resolve complex inquiries on permits, refunds, duty/tax calculations, and documentation.
• Document client interactions in required systems.
• Escalate unresolved issues to appropriate teams.

Skills

Communication

Problem solving

Prioritization

Windows applications

Trade compliance knowledge

HS classification knowledge

Industry websites search

Education

High School/GED

Associates Degree or post-secondary

Job description

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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

JOB SUMMARY

The Service Coordinator is the primary point of contact for responding to client inquiries and issues. This includes resolving all inquires and issues and identifying root causes to ensure permanent resolution for assigned Clients. Provides secondary support for other Service Coordinators in their local “pool”.

KEY DUTIES & RESPONSIBILITIES

• Respond and resolve general and complex issues and inquiries and ensure that the issues are resolved at “root cause”.
• Maintain and monitor the relationship with our clients, continuously assessing strengths, weaknesses, up-sell opportunities and threats. Share this information with the leadership and client service team in order to strengthen our client relationships.
• Ensure clients are completely satisfied with the response and resolution to their inquiries and complaints.
• Research, respond and resolve complex client inquiries and issues such as information on import permits, refunds/amends, duty and tax calculations.
• Research, respond and resolve general inquiries such as how to complete import documentation, classification, billing/invoice, providing release information and other general questions.
• Respond to client issues and opportunities for improvement, including but not limited to: incorrect HS classification, slow release, incorrect billing codes or other invoicing concerns, missing paperwork, client process improvement needs.
• Process credits/rebills & determine write off/collection issues within prescribed guidelines and process B2 refunds or amends.
• Proactively provide client with Livingston information based on needs identified during reactive client contacts;
• Report client issues or concerns back to respective appropriate team member/department and work collaboratively to resolve to the client’s satisfaction;
• Recognize when issues have not been resolved to client satisfaction and escalate matters as appropriate;
• Handle Trade Compliance verification (audits);
• Attend face-to-face client meetings as required and may be required to conduct client exit interviews.
• Maintain up to date client and contact information and monitor client satisfaction based on information collected on the surveys.
• Document all client interactions in required systems.
• Other duties as assigned by management.

KNOWLEDGE & SKILLS

• Must have strong written and verbal communication skills and must be comfortable interacting with both internal and external clients
• Good problem solving, judgement, analytical and decision-making skills
• Strong initiative skills with the ability to prioritize workload
• A solid foundation of operating systems knowledge
• Sound Livingston solution and technology knowledge and expertise
• Proficient in Windows-based applications
• Knowledge of Customsrequirements, procedures and regulations.
• Proficient knowledge of Harmonized Tariff Schedule and regulations required
• Maintain a professional and business-like appearance
• Be familiar with industry related websites to search for information to provide to clients
  

WORK EXPERIENCE – MINIMUM REQUIRED

2 years of related experience

EDUCATION

Required: High School/GED or equivalent

Required: Associates Degree or post-secondary education

CERTIFICATIONS DESCRIPTION

COMPETENCIES

Business Acumen and Straight Talk

Agility

Customer First Focus

Inclusion and Collaboration

Accountability

Leading and Developing

Livingston is proud to be an equal opportunity workplace.

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.