Customs Traffic Manager

1 week ago

Mississauga, Canada Livingston International Full time

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: ON Mississauga - CN005

**JOB SUMMARY**:
this position is responsible for the day-to-day administration of the Traffic Team, ensuring that clear communication/coordination exists between the traffic personnel, customer, and final mile transportation carriers. The Traffic Manager will ensure client relationships are maintained through proactive client contact and superior customer service and execution of key performance indicators. As well the Traffic Manager will act a point of escalation for all related issues pertaining to the dispatch, billing, & customer services to both internal and external parties.

**KEY DUTIES & RESPONSIBILITIES**:

- Manage the Traffic 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.
- Conduct performance reviews on an annual basis and support team members with the creation of career development planning.
- Monitor metrics and measurements against standards. (Random, employee specific, high risk client(s), high risk products)
- Audit new agent(s) to ensure proper dispatch is occurring to final mile carriers.
- Welcome and facilitate discussion within the team about opportunities for process and customer service improvements.
- Ensure accurate and timely dispatching of all shipments for the designated client base. May be required to help team members as necessary to meet performance objectives.
- Ensure carrier profile and instructions are created in a user-friendly manner. Should contain all necessary information for the process of dispatching in order to optimize the dispatch procedure.
- Maintain an excellent working relationship with client(s) and carriers.
- Maintain the relationships between the Service Delivery team, Document Gathering and any other internal departments.
- Monitor the effectiveness of these relationships and develop programs/processes recommendations in order to improve relationship and procedures.
- If necessary, manage highly complex client service issues in a professional manner.
- Interact with client by scheduling meetings where appropriate to discuss compliance issues, information & internal/external changes.
- Ensure all processes are properly documented, updated as needed, and distributed to team members.
- Communicate CBP, client & carrier changes to the team that will impact business processes to the team.
- Ensure that team members are meeting all internal productivity requirements.
- Provide technical expertise in traffic procedures.
- Review and analyze changes in regulations/trade initiatives and identify impact to client base and Service Delivery team.
- 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 process & procedures to determine opportunity for solutions.
- Lead all initiatives that pertain to the improvement of the traffic process.
- Deliver on the commitments made to internal and external teams.
- Work with Client, Manger Service Delivery, & Client Service Manager to develop and implement SOP.
- Report ownership and management of traffic pending availability, POD, and billing queues.
- Report to ownership and management of Traffic Fresh Desk Ques.
- Review and ensure team structure are modified based on customer needs.
- Participate in hiring procedure of new personnel within the traffic team.
- Manage team cost within budgeted margin and minimize any potential losses to Livingston through the traffic process.
- Ensure accounting policy is followed for the out lay of funds on customers behalf.
- Ensure timely billing is occurring upon service completion.
- Ensure availability to the Team 24/7 should urgent client issues arise.
- Perform other related duties as assigned by management.
- Adhere to established company policies and procedures.

**KNOWLEDGE & SKILLS**:
To perform this job successfully, the person must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable a person with disabilities to perform the essential functions.
- Strong Client Service orientation.
- Excellent oral and writ

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