Manager, Client Service

hace 3 semanas

Colonia Santa Fe, México Livingston International A tiempo completo

**Manager, Client Service (Tier 1)**

Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.

**Job Type**: Full Time

Location: CDMX Santa Fe - IN008

**JOB SUMMARY**:
The Manager, Client Service is responsible for monitoring the North America Tier 1 (T1) Service coordinator queues (Phone system, Salesforce, Webchat) and ensure timely response. This role also has responsibility for client loyalty and satisfaction through performance management, training, coaching, mentoring and motivating staff.

**KEY DUTIES & RESPONSIBILITIES**:

- Train, motivate, mentor, coach and manage the overall performance of staff members to achieve results.
- Ensure delivery of exceptional client service by monitoring the T1 Queues and ensure response time is within the established guidelines.
- Develop processes and procedures to achieve national goals and objectives.
- Create and foster partnerships with other internal departments to resolve cross-functional communication or cooperation difficulties.
- Assist direct reports with challenging barriers and obstacles they may encounter.
- Complete annual performance reviews with direct reports.
- Perform other related duties as assigned by management.
- Adhere to established policies and procedures.

**KNOWLEDGE & SKILLS**:

- Excellent interpersonal skills
- Good communication skills (both written and verbal)
- Knowledge and experience with project management methodology and techniques.
- Excellent problem solving and conflict resolution skills
- The ability to make and execute effective decisions based on factual content
- Comfortable preparing and making presentations to small and large audiences
- Ability to be self-motivated, creative and work in a challenging and stressful environment
- Ability to prioritize, plan and schedule activities
- Excellent understanding of brokerage process, procedures, regulations and regulatory requirements
- Solid understanding of other Livingston solutions and their processes
- Maintain a professional, business-like appearance

**WORK EXPERIENCE - MINIMUM REQUIRED**:

- 6 years of related experience**EDUCATION**:

- Required: Associates Degree or post-secondary education**CERTIFICATIONS DESCRIPTION**:
**COMPETENCIES**:

- Accountability- Business Acumen and Straight Talk- Agility- Customer First Focus- Inclusion and Collaboration- Leading and DevelopingAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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