Ciudad de Mexico | Customs Brokerage - Operations Manager

Job description

SUMMARY DESCRIPTION: To lead and manage a Customs Brokerage operation for a dedicated team within a MX region so that the operation for this customer has strong technical expertise, flawless operational execution, strong infrastructure, strong and knowledgeable personnel, strong customs compliance, efficiency, profitability, and continual growth. KEY RESPONSIBILITIES: EXPEDITORS CORE COMPETENCIES Exceptional Customer Service Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees). Job Execution Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations. Reliability Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize. Collaboration Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay. Communication Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards. Culture Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. Personal Growth and Development Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate. MANAGER PRODUCT/SERVICE SKILL Employee Development (Manager, All) Properly on-boards new hires and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate, and honest. Conducts regular one-one-ones and an annual review for employees. Has development plans in place for employees that addresses competency gaps and/or prepares employees for growth. Ensures employees complete 52 hours of relevant training yearly and that required training is completed timely. Fosters a climate of compliance within the team, including to company culture, internal policies and government regulations. Promotes employee engagement and team vision, commitment and trust. Develops a #2. Financial Excellence (Manager, Branch Product) Has a command of the Account P&L resulting in meeting revenue growth expectations and control of expenses. This includes monitoring team financial performance (revenue to expense, expense per shipment, etc.), analyzing customer profitability and controlling expenses. Reviews accounts receivable to manage cash flow and to ensure customer is paying within terms. Analyzes billing activity and intercompany accounting. Operational Excellence (Manager, Branch Product) Monitors and improves Operational Excellence and Global Business Operations metrics. Maps and understands operations process flow, while constantly looking for areas to improve efficiency, offer customer better cycle times and service, and control costs. Effectively manages capacity and productivity of department and team members. Successfully executes a teamTactical Business Plan, providing regular updates to team and branch leadership. Responsibilities: Administration and Personnel Management: Manage and monitor service execution within the Customs brokerage department for this customer. Manage capacity and resource needs for the department. Ensure that department is properly staffed, structured and organized. Manage timely and effective staff evaluations and reviews. Provide feedback, coaching, mentoring to staff on an ongoing basis. Manage staff for continual growth in skills and expertise. Identify with manager, develop, and mentor your No 2. Prepare and execute personal goals. Assist staff in preparing personal goals. Make certain that all staff members complete annual training in required timeframes. Make certain that new employees receive all mandatory training in required timeframes. Maintain highest compliance levels for all necessary and applicable Customs and other government agency controls and requirements. Ensure that company controls, policies, procedures, processes, applications, tools, and systems are understood and implemented. Ensure that the company’s third party broker program is properly managed within the branch. Ensure oversight, including self-assessments and daily monitoring so that issues are resolved at the root cause level. Operations, Compliance and Customs Expertise Support the product managers involved in this customer operation in the following areas: o Building and maintaining strong relationships with vendors Evaluating vendors at defined intervals per company policy, focusing on areas of possible improvement with corrective action plans where needed. If using third party brokers, provide clear instructions, procedures and expectations regarding both Expeditors’ and customer requirements. Ensure the system reports including but not limited to the below list are utilized at the level of frequency mentioned in order to effectively supervise operations. Make certain that all entities are set up properly with any of the following that apply: power of attorney, letter of authorization, importers’ worksheet, DLSOP, and/or standard operating procedures. Make certain that client specific instructions are clear and detailed to ensure that desk level staff can properly process entries for services. Control department’s interface with Customs authorities. Provide deskside training to department as needed in these specific areas: National customs regulations. Expeditors’ customs policies, controls, procedures and processes. Operational and customer service execution. Customer communication, interaction, development and maintenance. Expeditors’ applications, tools, systems and their usage. Client specific requirements. Monitor and review post entry activity (IDMA) with branch compliance supervisor. Monitor and review the productivity employee report. Make certain that discrepancies are monitored and resolved timely and correctly with action items. Stay current with developments and changes in regulations or company offerings; educate staff as these happen. Support the Customs Brokerage Manager where needed: Participate to staff appraisals, and at a minimum once per quarter per employee. Ensure all staff and positions have job descriptions, clear expectations and are working with structured development plans. Contribute to the effective weekly department meetings with team. Review department goals and business plan periodically with the team to ensure buy-in and accountability. Finance: Ensure to revise the single provision reporte with Customs Manager Meet weekly or more if required with the department manager. Follow up the AR report. Compliance: Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees. Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations. Maintain a positive relationship with the Compliance Manager and support all compliance efforts and trainings. Manage and Analysis for R1 report and show the results with actions items. Manage and Analysis for IDMA report and show the results with actions items. Manage and Analysis for penalty report and shoe the results with actions items. Culture: Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. Systems: Be open to implementing new system changes and enhancements into your department. Be involved and suggest system/process improvements. Set the tone of this environment within your department. Ensure department is using all system tools to their greatest advantage based on your department size and organization. Stay current with developments and changes in regulations or company offerings; educate staff as these happen. KNOWLEDGE, SKILLS AND BEHAVIOURS: Knowledge: College Degree or equivalent. A good understanding of Expeditors’ products, services and systems. Strong market and competition knowledge. Good knowledge of customs brokerage process and system essential. Good knowledge of customs legislation, especially with regards to classification, valuation and origin. Understanding of ocean, transcon and air documentation process. Knowledge of air, road and ocean transport. Good knowledge of incoterms. Hazardous Materials certification (preferred). Well rounded knowledge of the customs tariff and customs system. Working knowledge and experience of the customs regulations. Skills: Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results. Good Microsoft Office skills (Excel, Word etc.). Pro-active, strong organizational skills. Fluent in English- Mandatory Proven negotiation skills. The ability to troubleshoot and solve problems quickly and effectively. The ability to maintain a privileged relationships with the customs authorities. Behaviours: Emotional resilience. Self-reflecting and open to feedback. Initiative and ability to work in autonomy. Role model of integrity and pride for all employees. Proven supervisory attitude. TRAINING AND QUALIFICATIONS: Training Requirements: • Meet company standards of 52 hours training per year, including as needed management/leadership training Experience: Minimum 3-5 years of Customs Broker’s experience including a minimum of 2years in a management level "We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. 18,000 trained professionals 250+ locations worldwide Fortune 500 Globally unified systems