Job Description

As a member of the Management team, this position is responsible for providing overall direction and guidance to the team. They are responsible for setting expectations, solution architecture, managing performance and facilitating a collaborative team environment. The General Manager requires an advanced understanding of e-commerce and customs brokerage, advanced Excel skills, and must be an expert communicator to effectively collaborate with clients, carriers, and vendors of the company. They possess extensive expertise in various areas of Customs Law and regulations including, Tariff Classification, Customs Valuation, navigating Appeals and Disputes, overseeing Refunds, Amendments, Taxes, and Seizures, and conducting Entry Audits, Reviews, and Trade Compliance Verification reviews. They are a USA Licensed Customs Broker.

Responsibilities:
People Leadership:

• Participating as a member of the leadership team on strategic planning, creating the roadmap to deliver, measure and sustain the key performance indicators for eCommerce Solutions.
• Working directly with clients in building relationships, business development and ensuring our values of client intimacy are upheld.
• Strong hands-on leadership skills, guiding and mentoring associates while driving a culture of engagement and accountability intensely focused on compliance.
• Managing, coaching, and mentoring a team, facilitating weekly huddles, conduct monthly one-on-ones, and offering assistance and support.
• Supporting the team to set annual goals and action plans and supporting Associates to be successful.
• Promote the continuous development and learning of the teams’ ensuring everyone is accountable for results.
• Facilitate effective conflict resolution, as necessary, between associates, managers, departments, etc.
• Distribute and assign workload, creating work schedules that ensure adequate coverage across the team, determining staffing requirements, scheduling, and vacation approvals.
• Set and achieve key performance metrics for productivity and customer satisfaction.

Business Development & Operations:

• Manage the company’s eCommerce offering - including working cross-functionally to develop scalable and sustainable initiatives, and managing the communications between vendors, clients, customs officials, and other agencies.
• Build brand recognition and credibility, leading Client Onboarding Experience, managing client relationships, and resolving issues effectively.
• Act as the expert in international import requirements.
• Ensure all import transactions are processed timely and in compliance with CBP & CBSA and PGA/OGD regulations and requirements.
• Evaluate and provide recommendations on enhancing operational processes and the utilization of resources to increase the efficiency and effectiveness of business services.
• Regular meetings with clients and participating in new client meetings and onboarding.
• Develop or comply with standard operating procedures (SOPs) to meet business needs.
• Support daily operations as required with an emphasis on timely delivery and cost containment
• Provide reporting to senior management and other stakeholders on compliance, cost, and performance.

Educational Requirements:

• Post-secondary education with a focus on business or commerce.
• Preference will be given to those with a Licensed Custom Broker or Professional Designation Certified CCS, CTCS

Required Skills:

• Advanced knowledge of tariff classification and explanatory notes, with the ability to accurately apply this knowledge.
• Strong understanding of Quality Control processes and the ability to identify and resolve issues that arise.
• In-depth knowledge of Canadian and/or US customs rules and regulations.
• Exceptional ability to manage time effectively, working within tight deadlines and handling large volumes of transaction data.
• Intermediate level knowledge of Excel and MS Suite
• Excellent problem-solving skills to address issues as they arise.
• Ability to be self-motivated and work independently to complete tasks efficiently.
• Strong team-building skills to mentor and support team members.
• Proven experience in appeals, rulings, proposals, and agreements.

Required Experience:

• Minimum of 10 (industry trend based on similar postings) years of proven expertise in the Customs Brokerage and/or Logistics industry
• An asset is USA Licensed Customs Broker or Canadian Designation