Customs Brokerage Operations Manager

Job Description

Operations Manager leads the team to achieve flawless operational execution, developing a strong and reliable team infrastructure, technical expertise, knowledgeable and promotable personnel while constantly driving efficiency, compliance with all customs regulations and company policies, profitability and growth, supporting our Vision and Mission Statement, making our promise real to all our employees and customers.

Key Deliverables:

•Monitor the following key metrics and support to achieve the expected results:

• People
  • Timely Performance Reviews every 12 months and 1:1s every 3 months.
  • All team members to complete 52-hour training per year (4.33 per month) and all required training timely.
• Operational Excellence:
  • As per established department KPIs.
  • Product OPA Audit Result – Perform consistently at the highest level.
• Finance
  • Revenue to Expense ratio – .20 growth YoY, minimum 2:1.
  • Shipments per Person (SPP) – Improve by 10% each year.

Administration and Personnel Management:

• Follow the 10 Critical Success Factor and ‘What’s expected of a manager" guidelines.
• Ensure that company controls, policies, procedures, processes, are understood and implemented.
• Understand and manage capacity by ensuring that the department is properly staffed, structured and organized; consider expected growth and volume spikes.
• Identify talent, ensure employees have a PDP as per their skills and expertise. Develop your number 2.
• Conduct daily huddles to promote teamwork and cohesiveness in the department.
• Hold regular individual check-ins for coaching and mentoring; provide and seek feedback.
• Ensure all needs and tools required are available for the department to be successful in all areas.
• Oversee proper onboarding of new staff and continuous training of all employees within the team.
• Support all Corridor TBP Employee Satisfaction initiatives.
• Escalate issues Brokerage Manager or Branch Operations Manager as needed.

Key Responsibilities:

• Operational Excellence:
  • Set the tone within your department regarding Exceptional Customer Service.
  • Monitor and continuously improve service execution according to operational milestones:
    • Actively monitor gross and net performance and drive efficiency through continuous improvement.
    • Reduce Dwell Times LOG/DXR to ENF
    • Performance Management: Ensure oversight, including self-assessments and daily, weekly and monthly performance monitoring so that issues (root cause) are resolved proactively.
    • Exception Management: Review all exceptions to drive efficiency internally (controlled) and through interacting with our customers (uncontrolled).
    • Map and understand department process flow, constantly looking for areas to improve efficiency to offer customers better cycle times, service while improving margins.
• Actively participate in the optimization of systems and tools and continuously improve the efficiency, productivity and quality of the service.
• Increase productivity by actively driving the implementation and optimization of systems and tools.
• Make certain that clients are set up properly and specific instructions are understood at the desk level to properly process shipments and invoices. Maintain SOPs updated for all customers.
• Ensure proper use of all Expeditor systems and tools, especially Expo Customs, CFIT, & CRM.
• Make certain that files are logged correctly and timely with proper codes, trace types and events.
• Ensure that all correspondence within business unit is handled timely and professionally.
• Evaluate new business, reasons for the increase or decrease of services. Be informed and aware.
• Maintain highest compliance levels for all applicable Broker and other government agency requirements.
• Ensure that the company’s third-party broker program is properly managed within the branch.
• Stay current with developments and changes in regulations, government agencies or PGA’s or company offerings and educate staff.
• Confirm reports and monitors are used at the required frequency to effectively manage the operation.
• Maintain highest levels of compliance with all applicable regulations by being the subject matter expert and staying updated with changes; educating staff as needed.
• Monitor and improve key District Excellence metrics.

Customers and Business Development:

• Support in customer business reviews, visits and calls as operations SME (Subject Matter Expert).
• Maintain and develop relationships and business opportunities with existing customers in collaboration with account management team.
• Support management with sales and business development efforts.
• Work with T&I and account management to make certain that customer requirements are properly documented (SOPs), understood and implemented for proper processing and invoicing by the team.

Financial Excellence:

• Ensure compliance of all financial related policies, including our credit policy.
• Monitor to ensure timely and accurate billing.
• Monitor to ensure that billing packages are timely sent (IVM).
• Expense Control – Remain at or under budget.
• Check regularly and understand composition of top accounts by volume, revenue and file type.
• Review and monitor accounts’ profitability at the customer and file level.
• Keep track of AR status and support with resolution, as necessary

Compliance

• Understand and comply with all company internal controls.
• Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity.
• Maintain highest compliance levels for all applicable accounting requirements.

Security, Health and Safety:

• Responsible to immediately inform the Health & Safety representative any unsafe condition that could put employees at risk in the workplace as well as any incident or accident.

Qualifications

To be the most effective in this position we are looking for the following skills and experience:

• Education: Bachelor's degree in foreign trade, preferred or equivalent convention of education and experience.
• Holds or is pursuing to obtain the Customs Brokerage License.
• 3+ years Supervisor experience.
• 3+ years of experience in Customs Brokerage.
• Hands-on knowledge of Customs clearance function, preferred.
• Exhibit a leadership style that empowers, coaches, mentors, and fosters a cohesive team environment always prioritizing employee satisfaction.
• Customer Satisfaction oriented.
• Strong interpersonal and communication skills, ability to communicate at all levels including presentations.
• Ability to relate and influence clients, service providers and employees at all levels.
• Good business sense.
• Problem solving and business analytical skills.
• Strong time management skills.
• Strong project management skills.
• Ability to complete work within standard procedures, guidelines and office policies.
• Self-driven personality.
• Strong computer skills, including knowledge of all Microsoft Office applications.
• English and Spanish fluency.