Responsibilities:

• Supervise the functions of Import Agents: prioritizing work, determining schedules, assigning daily tasks, establishing or adjusting work procedures to meet changing demands, ensuring optimum efficiency of all activities
• Ensures staff are meeting KPIs and other department goals
• Supervise and assist in daily import activities, resolving complaints, ensuring timeliness of work completion and re-prioritizing of work flow in critical situations. Continuously monitors service levels provided to customers
• Reports customer complaints and escalated shipping problems (i.e., delayed, missing, or damaged freight; strikes; embargoes, etc.) to management and participates in problem resolution planning. 
• Oversees billing processes, coordinates collections and resolves major billing problems;
• Reviews and updates customer profiles, reviews and updates rate structures, supports the sales department with customer information, rates etc.

Requirements:

• Must possess excellent customer service skills with the ability to grasp extensive knowledge while dealing with a variety of people.
• Must have strong organizational and time management skills.
• Ability to organize and manage multiple priorities.
• Must have knowledge of import operations