Manager, Business Support

Manager, Support Services

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 Type: Full Time 

Location: HomeOffice South Carolina, HomeOffice Arizona, HomeOffice California, HomeOffice Colorado, HomeOffice Florida, HomeOffice Georgia, HomeOffice Illinois, HomeOffice Indiana, HomeOffice Kentucky, HomeOffice Maine, HomeOffice Maryland, HomeOffice Massachusetts, HomeOffice Michigan, HomeOffice Mississippi, HomeOffice Missouri, HomeOffice Nevada, HomeOffice New Jersey, HomeOffice New York, HomeOffice North Carolina, HomeOffice North Dakota, HomeOffice Ohio, HomeOffice Tennessee, HomeOffice Texas, HomeOffice Vermont, HomeOffice Virginia, HomeOffice Washington, HomeOffice Wisconsin 

KEY DUTIES & RESPONSIBILITIES

  • Manage Business Support Team(s) on a day-to-day basis.
  • Responsible for recruiting, coaching, guidance, training, planning and development for Support Services members. 
  • Conduct performance appraisals on a semi-annual basis and assist Support Services members to identify development opportunities and establish a career development plan.
  • Plan employees scheduling/hours of work staff based on work volumes, vacations and public holidays in a 24/7 work environment.
  • Collaborate with Managers, Service Delivery and Managers, Release Operations to define support service requirements, provide service level performance statistics, and resolve service level failures.
  • Manage the Support Services against key performance indicators and regularly communicate progress.
  • Identify process improvements and efficiencies by encouraging and facilitating discussions within Support Services for opportunities to enhance client service and improve day to day operations.
  • Produce/oversee regularly scheduled reports
  • Provides technical expertise in Customs regulations.
  • Accountable for release entry rejection correction and accounting entry reject correction and credit/rebills and manual invoicing.
  • Accountable for post entry audit group.
  • Accountable for advanced classification group.
  • Ensure the efficiency and accuracy of data entry processing of multi-line entries.
  • Review and analyse changes in regulations/trade initiatives and identify impact to Support Services.
  • Accountable for both internal and external client service levels. 
  • Participate in the development, coordination and implementation of required changes to Livingston’s processes and procedures to incorporate new regulations and/or continuous improvement initiatives.
  • Manage the implementation of new Support Services initiatives and delivers on the commitments made in the implementation plan.
     

JOB SUMMARY

The Manager, Business Support is accountable for day to day management of the Business Support Team in a 24/7 work environment under the authority of the Senior Director, Business Solutions.  Accountabilities include the overall management and support for US Brokerage software applications, including: system and user configurations and database support; developing work queues and providing scheduled and ad hoc reports; identifying and reporting on system issues; responding timely to inquiries and requests from operators; leading user acceptance testing for enhancements and fixes; maintaining compliance through regulatory changes.

KNOWLEDGE & SKILLS

  • Process-oriented capability 
  • Ability to manage in a production environment  
  • Client Service orientation.
  • Good oral and written communication skills.
  • Ability to make decisions and recommendations within job scope
  • Ability to identify operational and process improvement initiatives
  • Knowledge of company policies/procedures, company credit policies, client data.
  • Knowledge of customs regulations.
  • 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

WORK EXPERIENCE – MINIMUM REQUIRED

5 years of related experience

EDUCATION

Required: High School/GED or equivalent
Preferred: Associates Degree or post-secondary education

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

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

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.