Regional Manager, Client Service Center
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 SUMMARY
Reporting to the Senior Director, US Brokerage, this position is responsible for the day-to-day administration of the Release Production Team. In your role, you will manage the overall service delivery to the clients through release, entry summary and coordinating “single-point of contact” for the customer; ensuring client relationships are maintained through superior customer service. Must be located in the Taylor, MI area and be open to coming into the office 1 day a week.
What you will bring to the team: A leader who can successfully develop and manage a diverse team while providing exceptional service to clients. You strive on supporting clients and your team through coaching, mentoring and motivating staff.
KEY DUTIES & RESPONSIBILITIES
- Supervise the Release Production Team on a day-to-day basis ensuring a positive employee experience
- Responsible for on-going coaching, guidance, performance feedback, training planning and development for the members of the team
- Manage productivity and monitor work force management metrics against standards inclusive of Transactions Per Hour (TPH), Active Application Time (DPA), Release Commitment Time (RCT), etc.
- Manage audit results and monitor metrics and measurements against standards. (Random, employee specific, high-risk clients, high risk products)
- Audit new clients or clients with revised fees to ensure fee profile was setup accurately and invoice was created based on client Livingston Client Service Agreement (LCSA)
- Communicate Customs and Border Protection (CBP) changes that will impact business processes to the team
- Welcome and facilitate discussion within the team about opportunities for process and customer service improvements
- Ensure accurate and timely release, entry summary of all shipments for the designated client base. May help as necessary to help the team meet its performance objectives
- Increase one-step percentage by ensuring account profiles are user-friendly and contain all necessary information to file release with the entry summary where possible
- Maintain an excellent working relationship with clients and carriers. Monitor the effectiveness of these relationships and develop programs/processes to improve them through the Service Delivery Team working in joint effort with Client Service. As necessary, handle highly complex client service issues in a professional manner
- Interact with CBP and/or clients scheduling meetings where appropriate to discuss compliance issues, service delivery performance, information gathering for new client implementations
- Maintain the relationships between the Teams and other internal departments within Livingston
- Establish communication link between the team, the client, CFS, Sales, the Release Branches, Customs Border Protection and participating government agencies (PGA)’s
- Provide Technical expertise in Customs and other Participating Government Agency regulations
- 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
- Review existing business to determine opportunity in pursuit of adoption of electronic solutions
- Work with Client(s) and Client Service Manager(s) and other support teams to develop and implement standard operating procedure (SOP)
- Conduct performance appraisals of all staff within reporting line on an annual basis and help team members put together their career development plan, goals, and objectives
- Conduct weekly team huddles at a minimum and share client updates/information
KNOWLEDGE & SKILLS
- Excellent interpersonal skills. Ability to develop and maintain deep, consultative relationships with external and internal clients. Bilingual Spanish preferred.
- 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.
WORK EXPERIENCE – MINIMUM REQUIRED
COMPETENCIES
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.
Nearest Major Market: Detroit
