RESPONSIBILITIES:

• 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
• Uphold our customer SLA (service level agreements)
• 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