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the senior manager customs will be accountable for quality execution, oversight, and overall direction of activities related to customs brokerage operations.
they will spend the majority of their time coaching, planning, leading, and directing the performance of the customs brokerage product's operational business units.
the senior manager customs must possess excellent organization, leadership, talent development, customer service, and relationship-building skills to be successful in this very demanding position.
*duties and responsibilities*
the duties and responsibilities of this position consists of, but are not limited to, the following:
*leadership*:
- partner with talent acquisition to establish a pipeline, recruit, select, and onboard qualified and diverse talent
- manage annual merit and equity programs for assigned team to align compensation with performance results
- build a deep understanding of the skills and abilities of team
- align team's passion with their potential and commits to consistently providing feedback, development opportunities, offer continuous training opportunities, and recognition
- provide individualized coaching plans for direct reports and host semi-annual talent (performance) reviews
- encourage employee feedback through formal and informal channels.
acknowledges and take action on feedback to drive a trusting culture of open two-way communication, inclusivity and continuous improvement
- promote a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction
- instill professionalism, ensure adherence to policy and procedures, and encourage consistency of process
- drive and identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct line reports
- provide individualized coaching plans for direct reports and host semi-annual talent (performance) reviews
- establish and maintain team leadership development program
- educate supervisors and employees to have deeper discussions with clients regarding cbp priority trade issues and other current events impacting the trade community
- develop future leaders by focusing on career development and exposure to the right levels of leadership
- * communication*:
- share industry news, department changes, and process updates
- oversee monthly internal product update publications
- create client advisories on relevant trade, market, and regulatory updates
- provide expert guidance to brokerage employees on how to respond to challenging customer scenarios and complex government inquiries
- * strategy*:
- maintain monthly balanced scorecard of operations line performance
- oversee in pricing and process negotiations
- collaborate with branch leadership teams to deliver effective problem resolution and process improvement
- set quantitative, qualitative, and personalized objectives for operations line managers and supervisors
- design, control, and maintain the playbook for successful service delivery of customs brokerage operations
- * customer service*:
- drive strategy for a positive customer experience for both internal and external customers
- uphold our customer sla (service level agreements) to provide brokerage clients with the utmost satisfaction
- serve as a role model in developing relationships with brokerage clients, origin counterparts, and destination partners critical to the success of our clients' transportation and supply chain systems
- partner with importers to ensure timely and accurate entry submission to cbp and other government agencies
- develop and utilize tools to confirm effective process execution and timely, accurate invoicing for services rendered
- support the facilitation of quarterly business intelligence updates for importers along with relevant stories impacting their import program
- mentor employees to deliver quality business reviews of broker instruction, hts database verification, change management regarding government policies and procedures
- conduct customs brokerage business reviews and support sales efforts, as needed by the customs product leader
- troubleshoot and design solutions for challenging customer scenario
- * operations*:
- oversee customs product's master pricing and account assignment libraries
- assign and ensure proper setup for new business onboarding into customs brokerage operations process
- mitigate operating expenses by actively managing resources against activity forecasts
- utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance
- quickly and effectively resolve issues with airlines, steamship lines, ports/cfs, outside forwarders/brokers
- monitor and maintain control over accounts receivable/account payable
- manage and revise best practice and sop materials and review with business units semi-annually
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