Brokerage Operations Manager

Expeditors • Charlotte, NC • 5h ago

"We're not in the shipping business; we're in the information business" -Peter Rose, Expeditors Founder

Expeditors is a leader in the international transportation industry looking for motivated team players who desire a challenging and rewarding place to work. Expeditors culture of organic growth and promotion from within attracts the highest caliber employees.

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.

15,000 trained professionals

250+ locations worldwide

Fortune 500

Globally unified systems

Key Responsibilities:

Operational Excellence:

Set the tone within your department regarding Exceptional Customer Service.

Monitor and continuously improve service execution according to operational milestones:

Actively monitor gross and net performance and drive efficiency through continuous improvement.

Reduce Dwell Times LOG/DXR to ENF

Performance Management: Ensure oversight, including self-assessments and daily, weekly and monthly performance monitoring so that issues (root cause) are resolved proactively.

Exception Management: Review all exceptions to drive efficiency internally (controlled) and through interacting with our customers (uncontrolled).

Map and understand department process flow, constantly looking for areas to improve efficiency to offer customers better cycle times, service while improving margins.

Actively participate in the optimization of systems and tools and continuously improve the efficiency, productivity and quality of the service.

Increase productivity by actively driving the implementation and optimization of systems and tools.

Make certain that clients are set up properly and specific instructions are understood at the desk level to properly process shipments and invoices. Maintain SOPs updated for all customers.

Ensure proper use of all Expeditor systems and tools, especially Expo Customs, CFIT, & CRM.

Make certain that files are logged correctly and timely with proper codes, trace @types and events.

Ensure that all correspondence within business unit is handled timely and professionally.

Evaluate new business, reasons for the increase or decrease of services. Be informed and aware.

Maintain highest compliance levels for all applicable Broker and other government agency requirements.

Ensure that the company's third-party broker program is properly managed within the branch.

Stay current with developments and changes in regulations, government agencies or PGA's or company offerings and educate staff.

Confirm reports and monitors are used at the required frequency to effectively manage the operation.

Maintain highest levels of compliance with all applicable regulations by being the subject matter expert and staying updated with changes; educating staff as needed.

Monitor and improve key District Excellence metrics.

Customers and Business Development:

Support in customer business reviews, visits and calls as operations SME (Subject Matter Expert).

Maintain and develop relationships and business opportunities with existing customers in collaboration with account management team.

Support management with sales and business development efforts.

Work with T&I and account management to make certain that customer requirements are properly documented (SOPs), understood and implemented for proper processing and invoicing by the team.

Financial Excellence:

Ensure compliance of all financial related policies, including our credit policy.

Monitor to ensure timely and accurate billing.

Monitor to ensure that billing packages are timely sent (IVM).

Expense Control - Remain at or under budget.

Check regularly and understand composition of top accounts by volume, revenue and file @type.

Review and monitor accounts' profitability at the customer and file level.

Keep track of AR status and support with resolution, as necessary

Compliance

Understand and comply with all company internal controls.

Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity.

Maintain highest compliance levels for all applicable accounting requirements.

Security, Health and Safety:

Responsible to immediately inform the Health & Safety representative any unsafe condition that could put employees at risk in the workplace as well as any incident or accident.

To be the most effective in this position we are looking for the following skills and experience:

Education: Bachelor's degree in foreign trade, preferred or equivalent convention of education and experience.

Holds or is pursuing to obtain the Customs Brokerage License.

3+ years Supervisor experience.

3+ years of experience in Customs Brokerage.

Hands-on knowledge of Customs clearance function, preferred.

Exhibit a leadership style that empowers, coaches, mentors, and fosters a cohesive team environment always prioritizing employee satisfaction.

Customer Satisfaction oriented.

Strong interpersonal and communication skills, ability to communicate at all levels including presentations.

Ability to relate and influence clients, service providers and employees at all levels.

Good business sense.

Problem solving and business analytical skills.

Strong time management skills.

Strong project management skills.

Ability to complete work within standard procedures, guidelines and office policies.

Self-driven personality.

Strong computer skills, including knowledge of all Microsoft Office applications

Expeditors offers excellent benefits to long-term, full time employees:

Paid Vacation, Holiday, Sick Time

Health Plan: Medical, Prescription Drug, Dental and Vision

Life and Long Term Disability Insurance

401(k) Retirement Savings Plan (US only)

Employee Stock Purchase Plan

Training and Personnel Development Program

This opportunity does not sponsor work visas and has no relocation assistance.

All your information will be kept confidential according to EEO guidelines.

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