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Regional Manager, Client Service Center

Company: Livingston International
Location: Taylor
Posted on: November 22, 2022

Job Description:

Join Livingston, the largest customs broker in Canada and the third largest entry filer in the U.S. Were 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: MI Taylor MI - US025 JOB SUMMARYReporting to the Director or Senior Director, US Brokerage, this position is responsible for the day-to-day administration of the Service Delivery Team(s) or Release Production Teams ensuring clear communication/coordination between the branch and service center; managing the overall service delivery to the clients through release, ,entry summary and billing; coordinating single-point of contact for the customer; and ensuring client relationships are maintained through proactive client contact and superior customer service.Responsible for achieving team profitability, client retention, up-selling opportunities and client loyalty through performance management, training, coaching, mentoring and motivating staff.KEY DUTIES & RESPONSIBILITIES

  • Supervise the Service Delivery Team(s) or Release Production Team(s) on a day-to-day basis
  • 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 and capture 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
  • In a support role to the Client Service Manager, may visit client sites periodically to ensure clients needs are being met. May identify and forward upselling opportunities for Sales
  • 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 Livingstons 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
  • Support sales initiative and assist with the implementation of new business. With Sales, Client Service, and Operation Solutions Group, co-ordinate the set-up of new clients. Gather necessary information to ensure that databases are created timely and accurately in order to optimize one-step processing and quality output. Deliver on the commitments made in the implementation plan
  • Support local customer proposal and contract development leads. If volume levels dictate, ensure a smooth transition to account executives
  • 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/informationKNOWLEDGE & SKILLS
    • Excellent interpersonal skills. Ability to develop and maintain deep, consultative relationships with external and internal clients.
    • 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.
    • Working knowledge of Microsoft Office software (MS Word, MS Excel, MS PowerPoint) and Customer Relationship Management tools.WORK EXPERIENCE MINIMUM REQUIRED10 + years of progressive experienceTeam management experienceEDUCATIONRequired: Bachelors Degree or equivalentCERTIFICATIONS DESCRIPTIONRequired: CCS DesignationPreferred: Licensed Customs BrokerCOMPETENCIESBusiness Acumen and Straight TalkLeading and DevelopingInclusion and CollaborationCustomer First FocusAgilityAccountabilityAll 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.

Keywords: Livingston International, Taylor , Regional Manager, Client Service Center, Executive , Taylor, Michigan

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