The duties and responsibilities of this position consists of, but are not limited to, the following:
Leadership
Promote a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction
Instil professionalism, ensure adherence to policy and procedures, and encourage consistency of process
Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct line reports
Play major role in recruitment, onboarding, and continuous development of talent
Provide individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews
Communication
Regularly share industry news, department changes, and process updates to department
Draft client advisories on relevant trade, market, and regulatory updates
Provide guidance to employees on how to respond to challenging customer scenarios
Strategy
Maintain monthly balanced scorecard of department performance
Participate in pricing and process negotiations
Collaborate with branch leadership teams to deliver effective problem resolution and process improvement
Set quantitative, qualitative, and personalized objectives for Department supervisors
Design, control, and maintain the process for successful service delivery
Serve as a role model in developing relationships with clients, origin counterparts, and destination partners critical to the success of our clients’ transportation and supply chain systems
Utilize tools to confirm effective process execution and timely, accurate invoicing for services rendered
Mentor employees to deliver quality business reviews
Conduct business reviews and support sales efforts
Troubleshoot and design solutions for challenging customer scenarios
Operations
Assign and ensure proper setup for new business onboarding
Mitigate operating expenses by actively managing resources against activity forecasts
Utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance
Quickly and effectively resolve issues with airlines, steamship lines, ports/CFS, outside forwarders/brokers
Monitor and maintain control over accounts receivable/accounts payable
Manage and revise best practice and SOP materials
Confirm that the supervisors and operations staff have the tools, time, and support they need to successfully service the customers
Identify opportunities to utilize global operations team to deliver continuous improvement exercises that strengthen the customer relationship and improves efficiency
Other duties or responsibilities as assigned according to the team and/or country specific requirements
Qualifications
Required
High School Diploma or GED
Minimum 5 years of Global Forwarding Transportation experience
Minimum 3 years of direct people management experience
Ability to travel up to 10% (domestically and internationally)
Preferred
Bachelor’s degree from an accredited college or university
Proven flexibility & adaptability to product and customer needs
Time management and organizational skills
High emotional intelligence, situational leadership, and coaching techniques
Understanding of financial statements and key performance metrics
Track record of building strong customer relationships
Site Specific: Additional European language (regional languages)
Values a diverse and inclusive work environment
Benefits
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:
Two medical plans (including a High Deductible Health Plan)
Prescription drug coverage
Enhanced Fertility benefits
Flexible Spending Accounts
Health Savings Account (including employer contribution)
Dental and Vision
Basic and Supplemental Life Insurance
Short-Term and Long-Term Disability
Paid and floating holidays
Paid time off (PTO)
Paid parental leave
Paid time off to volunteer in your community
Charitable Giving Match Program
401(k) with 6% company matching
Employee Stock Purchase Plan
Plus a broad range of career development, networking, and team-building opportunities
