Manager, Service Delivery ( customs)

JOB SUMMARY

This position is responsible for the day to day administration of the Service Delivery Team ensuring clear communication/coordination between the branch and service center; managing the overall service delivery to the clients through classification and entry summary; coordinating “single-point of contact” for the customer; and ensuring client relationships are maintained through proactive client contact and superior customer service.

KEY DUTIES & RESPONSIBILITIES

• Supervise the Service Delivery Team on a day-to-day basis.  Responsible for on-going coaching, guidance, performance feedback, training planning and development for the members of the team. 


• Ensure that staff operations are being performed within established timeframes and corporate governance standards and adheres to Customs and OGA rules & regulations


• Ensure that teams are working within budget from a revenue and cost perspective


• Ensure client service meets corporate objectives and is provided on a proactive, timely basis


• Support business development efforts, including client visits as required


• Provide expert advice to both internal and external customers


• Set standards and procedures so that Customs entries and client billings and operations as a whole are consistent,  accurate, and timely


• Manage duty and freight liabilities to ensure billed and paid amounts are accurate and timely


• Manage and capture audit results and monitor metrics and measurements against standards. Regularly provide feedback and coaching to employees and where necessary or required to the Client.


• Stay apprised of changing regulatory requirements and disseminate information to staff and/or clients


• Actively seek out, develop and implement process improvement opportunities for the business

KNOWLEDGE & SKILLS

• Experienced in Profit & Loss management and budgeting


• 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


• Strong leadership skills


• Client Service orientation.


• Good oral and written communication skills


• Ability to make decisions and recommendations within authorized limits prescribed.


• Extensive knowledge of Microsoft Office applications such as Excel, Word, Power Point


• Analytical skills with problem solving ability

WORK EXPERIENCE – MINIMUM REQUIRED

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