Operations Manager, US

This position will be responsible to oversee the Production Team, Client Care Team, and US Trainer with the overall goal of achieving cohesiveness across all teams, client intimacy, balanced workload, and opportunity for associates to grow. This position will report to the Vice-President, US Operations.

Responsibilities:

• Strong hands-on leadership to the organization, driving a culture of excitement and accountability, intensely focused on timely release, compliance, and client intimacy
• Working closely with the leaders of the Teams in coaching, mentoring, and planning
• Provide regular reports on the progress and performance of the Teams
• Compile KPIs from the Teams for analysis to ensure goals are being met
• Promote the continual development of the team’s skills
• Hold the Teams accountable for results

• Work with the Teams on Client problem resolution
• Participate in Production huddles AM/PM once weekly
• Participate in Client Care weekly meeting
• Participate in monthly Collective Operations meeting
• Participate in monthly Client Services meeting
• Work with US Trainer to identify and plan required training
• Work with US Innovation Specialist to identify and plan integration solutions
• Oversight of Operational Administrative tasks, including but not limited to: unresolved entries, cancellations, voluntary entries, manifest discrepancies, daily statements & reports
• Working with HR Manager in recruitment efforts
• Coordinating onboarding and orientation for new associates
• Conduct periodic reviews of Client metrics to ensure a balanced workload among Teams
• Confer with Vice-President to review goals, resolve problems and determine the strategic direction
• Communication with CBP, Customers, Freight Forwarders, and Other Agents, as needed
• After-hours availability, as needed, for final judgment calls
• Executing accurate customs entries in the brokerage system for all modes of transportation, as needed
• Providing tariff and regulatory assistance to the Teams, as needed
• Assisting leaders with Scheduling and Vacation Approvals
• Participating in associate performance action planning and goal setting
• Penalty and Demurrage/Storage analysis approvals
• Demurrage/Storage analysis approvals
• Participating in Client Onboarding Experience
• Travel to offices, as needed, for team coaching, mentoring, training, meetings, and planning
• Coordinating office/facility services, equipment, and repairs, as required
• Other duties as required

Required Skills:

• Ability to represent the company and be the voice of the company while interacting with clients & associates in a professional collaborative manner
• Highly organized and process-oriented with the ability to prioritize in a fast-paced, constantly changing environment
• Ability to self-motivate and work independently within tight deadlines
• Strong teambuilding skills and ability to motivate associates
• Superior oral and written communication
• Excellent analytical and problem-solving skills
• Exceptional client service skills
• Adaptable to change
• Tolerance to adversity and the capability to handle stress in a positive manner
• Strong administrative, management, and personnel recruitment skills
• Demonstrated knowledge of current industry standards and procedures
• Knowledge of US Customs rules and regulations
• Proficiency in tariff classification, GRI’s, GN’s and explanatory notes

• Recognize PGA’s and the impacts of PGAs at the time of release
• In-depth knowledge of Custom Brokerage Software
• Proficient with Microsoft software, specifically strong Excel skills

Experience:

• 10+ years of customs brokerage or industry-related experience
• Post-secondary education with a strong business specialization, or equivalent work experience
• US Certified Customs Specialist (CCS) Designation