Manager - Dedicated Services

Farrow, a wholly owned subsidiary of Kuehne+Nagel Group, is headquartered in Windsor, Canada. Farrow brings to the global trade industry over 110 years of expertise in cross-border customs brokerage, import/export trade compliance consulting, and integrated logistics services (international freight forwarding/global supply chain management, warehousing/distribution, and ground transportation). With operating locations across Canada and the United States, Farrow manages over 800 employees with 28 offices and warehouses, including those of acquired company Link+ Corporation.
Position Summary
This position is responsible for overseeing and managing the operations of the Dedicated Services department. Ensuring efficient and effective processing of client entries, this individual is responsible for developing and monitoring department procedures, identifying staffing resources and meeting client requirements to obtain highest standard of quality.
Key Responsibilities (Supervisory/Materials/Information)
- Responding to client inquires, the manager will review service issues and find solutions. This individual may act as the main client service representative for certain accounts. He/she will meet with clients and communicate with their suppliers when necessary.
- Developing, monitoring and maintaining processes and procedures to ensure we are obtaining the highest possible quality of service in release, trade compliance and import reporting. Identify client needs and develop solutions for these needs. Attend management meetings and perform actions identified in these meetings to ensure the company’s goals and policies are met.
- Provide guidance and training to employees on procedures and complex problems.
- Keep abreast of industry changes (e.g. CSCB, CAIE, CBSA). Advise staff and clients of relevant changes.
- Maintain employee records and attendance. Evaluate and monitor employee training and conduct performance reviews.
- Assist with rating, trade compliance and release functions if necessary.
- Review and prepare reports; make recommendations as necessary.

Working Conditions, Mental Effort & Physical Requirements
- Self-motivated and able to work independently with no supervision.
- High level of accuracy is required when checking information, adding figures and reconciling documents.
- Concentration is required in balancing several tasks at one time.
- Must contend with sensitive, frustrating and confidential situations, time pressures and frequent interruptions that can lead to a high level of stress.
- Must be able to resolve personnel and workflow issues in an appropriate and timely fashion.
- May be required to sit at desk for prolonged periods of time.
- Concentration, alertness and attention is required while driving in a variety of road conditions and locations and for obeyance of driving rules when travelling
- Driving conditions can be frustrating when there is traffic congestion

Education and Experience
- High School Diploma
- Certified Customs Specialist (CCS) designation in good standing
- Must have more than 5 years progressive experience in Custom Brokerage, with an additional 2 years at a supervisory level
- System competencies/education desired are TSB, TradeMaster and CCP (CARM Client Portal)

Competencies, Working Skills & Attributes
- Has the ability to manage and communicate professionally and effectively with people
- Tactful when dealing with sensitive client issues and problems as well as advising clients and vendors of problems
- Excellent interpersonal skills in order to deal with staff on complex issues
- Able to motivate, develop and direct people as they work, as well as identifying the best people for the job
- Demonstrated knowledge of standard computer programs (e.g. MS Word, Excel, PowerPoint, etc.) and general office equipment
- Must have excellent analytical skills; able to identify complex problems and review related information to develop and evaluate options and implement solutions

Farrow is an equal opportunity employer, committed to diversity and inclusion. Accommodations for job applicants with disabilities are available on request.