Manager, Service DeliveryThis position is responsible for the day to day administration of the Service Delivery Team ensuring clear communication/coordination between the branch and service center; managing the overall service delivery to the clients through classification and entry summary; coordinating "single-point of contact" for the customer; and ensuring client relationships are maintained through proactive client contact and superior customer service.
KEY DUTIES & RESPONSIBILITIES- Supervise the Service Delivery 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.
- Ensure that staff operations are being performed within established timeframes and corporate governance standards and adheres to Customs and OGA rules & regulations
- Ensure that teams are working within budget from a revenue and cost perspective
- Ensure client service meets corporate objectives and is provided on a proactive, timely basis
- Support business development efforts, including client visits as required
- Provide expert advice to both internal and external customers
- Set standards and procedures so that Customs entries and client billings and operations as a whole are consistent, accurate, and timely
- Manage duty and freight liabilities to ensure billed and paid amounts are accurate and timely
- Manage and capture audit results and monitor metrics and measurements against standards. Regularly provide feedback and coaching to employees and where necessary or required to the Client.
- Stay apprised of changing regulatory requirements and disseminate information to staff and/or clients
- Actively seek out, develop and implement process improvement opportunities for the business
KNOWLEDGE & SKILLS- Experienced in Profit & Loss management and budgeting
- Good interpersonal skills to deal effectively with team members and others within the organization.
- Good coaching and team development skills
- Ability to reflect a professional company image
- Strong leadership skills
- Client Service orientation.
- Good oral and written communication skills
- Ability to make decisions and recommendations within authorized limits prescribed.
- Extensive knowledge of Microsoft Office applications such as Excel, Word, Power Point
- Analytical skills with problem solving ability
WORK EXPERIENCE - MINIMUM REQUIRED6 years of related experience
Team management experience
EDUCATIONRequired: High School/GED or equivalent
Preferred: Bachelors Degree or equivalent
CERTIFICATIONS DESCRIPTIONWorking towards/or successful completion of the Certified Customs Specialists (CCS) designation with the Canadian Society of Customs Brokers (CSCB) or the National Customs Brokers & Forwarders Association of America (NCBFAA) is a requirement, if not already obtained.
Successful completion of the CCS examination is a mandatory requirement for further advancement.
COMPETENCIESCustomer First Focus
Business Acumen and Straight Talk
Accountability
Agility
Leading and Developing
Inclusion and Collaboration
At Livingston, we are committed to fostering a flexible, growth-oriented environment where you can thrive. Our culture is built on respect, recognition, and collaboration, and we empower our team with trusted expertise, continuous learning opportunities, and long-term support. We offer competitive compensation, comprehensive benefits, and a transparent pay philosophy aligned with market data and job-related factors.
Base salary is one component of our total rewards package which also includes incentive opportunities, benefits, and professional development. Salary ranges are established by location and reflect relevant factors such as skills, experience, and market conditions. The good-faith salary range for this position is $70,825 - $106,500 CAD. Actual compensation will be determined based on these factors and may vary accordingly.
Job Type: Full Time
Location: HomeOffice Ontario, ON Fort Erie - CN050, ON Toronto - CN030
