Manager, National Client Service Support

Manager, National Client Service Support

 

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 

 

Location: NY Tonawanda - US041 

JOB SUMMARY

Reporting to the Director, North America Client Onboarding, this position is responsible for the overall service level management of Account Setup and Onboarding team and Business Reporting.  Responsible for client retention, 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
  • Manage and control the use of systems and technology (including Salesforrce.com) 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 support timely, accurate and consistent new client onboardings in accordance with LII operating procedures and service standards and ensure clients’ complete satisfaction.
  • Create and foster partnerships with other internal departments to resolve cross-functional communication or cooperation difficulties.

KNOWLEDGE & SKILLS

  • Excellent interpersonal skills
  • 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 prioritize, plan and schedule activities
  • Excellent understanding of Canadian and US 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 Salesforce.com
  • Maintain a professional, business-like appearance

WORK EXPERIENCE – MINIMUM REQUIRED

10 + years of progressive experience

EDUCATION

Required: Bachelors Degree or equivalent

CERTIFICATIONS DESCRIPTION

COMPETENCIES

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


Nearest Major Market: Buffalo