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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
Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct line reports
Play major role in recruitment, onboarding, and continuous development of talent
Provide individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews
Regularly share industry news, department changes, and process updates to department
Draft client advisories on relevant trade, market, and regulatory updates
Provide guidance to employees on how to respond to challenging customer scenarios
Maintain monthly balanced scorecard of department performance
Participate 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 Department supervisors
Design, control, and maintain the process for successful service delivery
Serve as a role model in developing relationships with clients, origin counterparts, and destination partners critical to the success of our clients’ transportation and supply chain systems
Utilize tools to confirm effective process execution and timely, accurate invoicing for services rendered
Mentor employees to deliver quality business reviews
Conduct business reviews and support sales efforts
Troubleshoot and design solutions for challenging customer scenarios
Assign and ensure proper setup for new business onboarding
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/accounts payable
Manage and revise best practice and SOP materials
Confirm that the supervisors and operations staff have the tools, time, and support they need to successfully service the customers
Identify opportunities to utilize global operations team to deliver continuous improvement exercises that strengthen the customer relationship and improves efficiency
QUALIFICATIONS:
High School Diploma or GED
5+ years of Global Forwarding Transportation experience
3+ years of direct people management experience
Ability to travel up to 10% (domestically and internationally)
Bachelor’s degree
Time management and organizational skills
Excellent written & verbal communication skills
Understanding of financial statements and key performance metrics