Manager, Client Service (Tier 1)

Manager, Client Service (Tier 1)


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: CDMX Santa Fe - IN008 


The Manager, Client Service is responsible for monitoring the North America Tier 1 (T1) Service coordinator queues (Phone system, Salesforce, Webchat) and ensure timely response. This role also has responsibility for client loyalty and satisfaction through performance management, training, coaching, mentoring and motivating staff.


  • Train, motivate, mentor, coach and manage the overall performance of staff members to achieve results.
  • Ensure delivery of exceptional client service by monitoring the T1 Queues and ensure response time is within the established guidelines.
  • Analyze data and run reports for T1 telephony systems and email volumes to identify trends and patterns, determine and resolve root cause issues and increase client satisfaction and loyalty. 
  • Manage and control the use of systems and technology (including to achieve efficiency in all client service operations and monitoring and reporting service level statistics and other key performance indicators.
  • Develop processes and procedures to achieve national goals and objectives.
  • 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.
  • Complete annual performance reviews with direct reports.
  • Perform other related duties as assigned by management. 
  • Adhere to established policies and procedures.


  • Excellent interpersonal skills
  • 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 brokerage process, procedures, regulations and regulatory requirements
  • Solid understanding of other Livingston solutions and their processes
  • Working knowledge of Microsoft Office software (MS Word, MS Excel, MS PowerPoint) and
  • Maintain a professional, business-like appearance


6 years of related experience


Required: Associates Degree or post-secondary education



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

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.