Customs Brokerage Supervisor

If you are looking for a positive work environment, a sense of belonging, purpose and happiness of human dimensions, where collaboration and continuous improvement are part of your day-to-day, and where you have a direct impact on the customer experience, you are at the right place
Omnitrans is currently seeking a Customs Brokerage Supervisor to join our Customs Brokerage team in Montreal or Toronto.
**This person will**:

- Supervise the client service team, provide operational support and training as required, ensuring that assigned work is timely completed, and that Omnitrans’ service standards are consistently met and exceeded.
- In collaboration with the Operations Manager, plan, develop, and implement Customs Brokerage department policies, procedures, and objectives.
- Ensure adequate coverage of services during vacation periods, absences or any situation that could lead to a reorganization of the department's activities. If necessary, the Supervisor will contribute and do replacements, to avoid too much volume for the other members of the team.

**Responsibilities**:
**Team Management**:

- Supervise a team of approximately 15 employees in a Hybrid Work model to motivate and develop the team members to their maximum potential.
- Lead the full Performance Management Program (PMP) cycle which includes the setup of annual SMART objectives at the beginning of the year, the mid-year review, the year-end review, and the development plan for each member of the team. Provide results of team assessments to manager/director.
- Supervise and help resolve escalations and operational issues, while guiding the team members to become autonomous and creative in problem solving.
- Coach and develop team members’ skills set, provide feedback on performance on an on-going basis.
- In collaboration with the Operation Manager, establish expected production levels for team members and work with them to meet these goals.
- Assist the Team Leader in handling day-to-day tasks and managing the service team members as needed.
- Continuously evaluate all operations processes for efficiency. Identify areas for improvement and share them with the manager/director.
- Support departmental/organizational decisions and help the manager in communicating/cascading information to the team members and operationalizing the strategy to generate results.
- Support the manager in assessing training needs, ensure that the training programs are actively being followed, and that specific training needs are met.
- Support the manager in developing specific performance improvement plans (PIP) for employees when needed, ensuring that team members have adequate training.
- Ensure that the Service Excellence Value is embedded in the service provided to internal and external clients of the department.

**Operations and Process**:

- Oversee client service aspects of integrating new import brokerage accounts, ensuring smooth transitions and alignment with service expectations, including account setup and handoff to a Client Representative.
- Work with Client Relations Consultants and operational staff to develop and/or refine SOPs as needed to ensure effective onboarding of new accounts.
- Coordinate with internal departments (Accounting, Technical, Logistics) to address client-specific setup needs.
- Recommend workflow and communication improvements to the Operations Manager; document procedures for training and onboarding.
- Ensure best practices and accountability tools are consistently applied in daily operations.
- Provide after-hours support as needed.
- Perform general office duties.

**Client Service**:

- Ensure SOPs are followed and updates communicated to CSR teams and CRCs.
- Resolve client issues, storage/dispatch problems, and service gaps promptly.
- Serve as escalation point for team members and client concerns; guide employee development through coaching and problem-solving.
- Address AP/AR disputes.
- Ensure service delivery meets Omnitrans’ standards for responsiveness, problem-solving, and client-focused support.
- Address service challenges with operational teams, CRCs, and upper management as needed.

**System Maintenance and Process Development**:

- Act as first-level system expert for the team.
- Identify and recommend process improvements to enhance efficiency.
- Ensure system data is current and accurate, with each team member maintaining integrity for their client shipments.

**What you bring**:

- A minimum of 7 years of comparable Customs Operations experience, including 3 years in a supervisory role
- Completion of CSCB certification
- Strong supervisory and people management skills, with the ability to communicate clearly, assertively, and diplomatically while fostering collaboration within a team of experienced and highly knowledgeable industry professionals.
- Operational and Process Improvement Mindset
- Ability to multitask, organize, lead, motivate, and coach.
- Thorough understanding of International Business an