Manager, Service Delivery ( customs)

Manager, Service Delivery

Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.

JOB SUMMARY

This 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 REQUIRED

6 years of related experienceTeam management experience

EDUCATION

Required: High School/GED or equivalentPreferred: Bachelors Degree or equivalent

CERTIFICATIONS DESCRIPTION

Working 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.

COMPETENCIES

Customer First FocusBusiness Acumen and Straight TalkAccountabilityAgilityLeading and DevelopingInclusion 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.

Diversity, Equity, and Inclusion at Livingston

We are proud to be an inclusive employer and welcome applicants of all backgrounds, experiences, and perspectives. We know some candidates, especially women and people of color, may hesitate to apply unless they meet every requirement. If this role excites you, we encourage you to apply.

Livingston is an equal opportunity employer committed to fostering an inclusive and accessible workplace. Accommodations are available throughout the recruitment process for applicants with disabilities. If you require an accommodation, please advise when submitting your application. In accordance with Ontario transparency requirements, this posting is for an existing, currently available position. In accordance with Ontario transparency requirements, this posting is for an existing, currently available position.

Job Type: Full Time

Location: ON Fort Erie - CN050