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Customs Brokerage Manager

4 months ago

Surrey, Canada A & A Contract Customs Brokers Full time

Company Description*
At A & A, we’re looking for an experienced **Customs Brokerage Manager** in the customs brokerage and logistics industry who is obsessed with exceeding client expectations and providing strong leadership and guidance to our **Canadian **Operations team.**
**As part of the A & A team, you'll represent the A & A brand values and promise in all that you do.**
Reporting to the COO, as the Customs Brokerage Manager you will play a critical role in leading and supporting the Operations team. This team is responsible for processing customs releases for highway, rail, air, and ocean shipments electronically while conveying our value proposition to our clients.
The Customs Brokerage Manager is also accountable for the coordination and management of projects, mentoring and training of staff, resolving client escalations, and managing KPIs and reporting to provide support to our clients 24/7/365.

Job Description*
Here's the impact you'll make and how you will build a strong team:*
**Here's how**:

- Provide strong leadership, mentoring, coaching, and development of staff focused on delivering exceptional customer service through the A & A value proposition and our core values
- Provide day-to-day coaching, support, and development for front-line team members to achieve organizational objectives and develop in their careers - this includes the onboarding and training for both new and existing staff as part of our learn-and-grow core value
- Advocate for your clients by championing continuous improvement initiatives and proactively communicating with stakeholders to improve service delivery and resolve issues
- Assist in the setting of process direction, SOPs, and identifying areas for continuous improvement
- Provide timely and complete resolution of escalated issues and concerns raised by team members
- Manage staffing requirements and scheduling to meet the needs of our clients and the business
- Provide updates and reporting of KPIs, release volumes, and performance of the team to the COO
- Work closely with the leadership team using a team-based approach to identify opportunities for continuous improvement, resolving issues, and sharing best practices and ideas to grow the business and maintain A & A’s reputation for delivering an exceptional client experience

Qualifications*
Here’s what you will bring to this exciting role and to A & A:*
- 5+ years of leadership experience building and supporting high-performance teams in a call centre environment
- CCS or CTCS designation required; an LCB designation is an asset
- Excellent problem-solving, and business presentation skills
- A proven ability to coach and mentor team members leading to meaningful results
- Facilitates an environment that encourages continuous development
- Ability to promote a culture of teamwork and to empower others
- Demonstrated ability to set priorities, meet deliverables and work with mínimal supervision
- Demonstrated ability to develop strong business relationships both internally within the organization and externally with clients and stakeholders
- Understanding of the brokerage industry and the customs release process and required documentation
- Attention to detail, organization, and ability to work under pressure in a fast-paced environment

Additional Information*
A Bit More About A & A *
- We have been in business for more than 43 years and we specialize in customs brokerage - but we are not your average broker
- We have been certified as a Great Place to Work by our own employees
- Our employees can work from home, giving them the flexibility to work from anywhere
- We are a values-based organization and a dedicated group of professionals who value teamwork, learning and development, and cutting-edge innovation while having fun too
- We take a great deal of pride in developing long-term relationships and in supporting our community and our environment

**#ServewithEthusiasm #MakeitHappen #PlayasaTeam #Learn&Grow