Vacancy expired!
Job Description
Scope of Position
The Customs Operations Project Manager is responsible for Business Development and Customer Satisfaction of “A” accounts, driving the needs assessment process, identifying the right solution to drive opportunities to 90% step progression and awarded business. Designing the right setup for the accounts that results in an effective operation process and meeting customer expectations.
Leads customer transition of new accounts, ensuring successful implementation and re-transitions of existing accounts to increase efficiency and customer service. Driving efficiency, profitability and growth supporting our Vision and Mission Statement, making our promise real to all our employees and customers.
Key Deliverables:
Proactively monitor the following key metrics to achieve the expected results:
Customer Loyalty - Proactive involvement in business development “A” assigned accounts from 50% - 100%
Proactive involvement in business reviews for “A” assigned accounts.
Employee Development - Complete 52 hours training per year (4.33 per month)
Job responsibilities:
Administration and Personnel Management
Exemplify and Teach Our Culture, Mission and Goals.
Follow the 10 Critical Success Factor and the ‘What’s expected of a Manager’ guidelines.
Ensure all needs and tools required are available for the Department to be successful in all areas.
Build healthy cross-functional relationship and work environment, promote team spirit and cohesiveness in the department.
Ensure that company controls, policies, procedures, processes are understood and complied with.
Support all Employee Satisfaction initiatives.
Contribute to department TBP, goals and expectations and monitor the progress.
Business Development and Customer Satisfaction:
Active involvement with sales, customer retention and development, and account management with “A” complex accounts, at any point from 50% to 100% step progression.
Become a key support for Operations Managers, ensuring effective operations process for each account and meeting customer expectations, with full engagement and ownership throughout the process.
Effectively lead our operations team requiring minimum involvement from the operations team.
Drive the needs assessment process to identifying pain points and selling the right solution to drive opportunity to 70 and 100% step progression.
Designing the right setup to be successful managing the operation efficiently and meeting the customer expectations.
Defining the scope and complexity of the business to be transitioned effectively.
Engineer the proposed account set up focus on establishing automated process for the account.
Customizing the transition plan according to product needs following the four phases of the transition plan.
Transition & Implementation:
Lead the transitions of new accounts, being directly involved representing us in front of the customer and actively supporting operation with the required guidance and support ensuring to deliver on our promise to the customer.
Lead re-transitioning of existing accounts as needed to improve efficiency and/or customer service.
Drive implementation of improvements to positively impact our operations and our Customers.
Utilize T&I playbook to identity best solution possible and define systems needs, transition risks, and validate the needs assessment.
Become the Corridor’s Southbound Customer Solutions expert.
Become an expert in all Expeditors southbound systems and tools.
Ensure a full understanding of your processes and tools for the correct application.
Understand the customer’s supply chain and design an end to end Southbound Solution for complex “A” accounts including technology solutions.
Develop Customer solution Transition timeline for business and systems, following team sale process (70-90 step progression) for all “A” selected accounts.
In collaboration with T&I Team review transition and implementation Checklist, review / prepare scope of work, prepare a transition plan.
Transition & Implementation:
Effectively lead the transition projects from the Operational stand point until implementation through the Transition plan.
Direct cross-functional teams comprised of customer, local operations, DBO, product and IS in to a successful implementation.
In collaborations with Operations, DBO and IS drive successful implementation of operational and systems solutions according to the scope of services.
Ensure implementation of technology solutions to avoid manual input and minimize risk.
Identify risks to transitions' success and/or go live expectations.
Lead decision making process to address any risk or major roadblocks. Communicate red flags/concerns to product managers.
Manage project status communication with customer, operations teams and branch management.
Collaborate with the T&I Team to ensure effective management of the transition resources, scope, schedule and quality.
Collaborate with T&I team as they manage the day-to-day activities of implementing new business.
Collaborate with the T&I Team to ensure accounts are successfully close out the Transition & Implementation process.
Ensure clear documentation of the accounts, accurate Customer SOP for each transition managed and implement agreed upon procedures.
Address all customer’s and Expeditors’ requirements (Standard operation procedures, process flow, billing, compliance, systems, management tool, legal, training) associated to the transition plan.
Follow the T&I expectations document for every transition.
Explain policies and procedures to our customers and Expeditors personnel when necessary.
Become the point of contact for customer, sales, management and Operations teams.
Communicate customer’s requirements to management and operations teams.
Communicate regulatory or industry information to customers and to the network when applicable
Security, Health and Safety
Responsible to inform immediately to the Branch’s Health and Safety representative any unsafe condition that could put employees at risk in the work place as well as any incident or accident.
Qualifications
kills and experience required to be the most effective in this position.
4 years bachelors degree in foreign trade or equivalent (preferred).
3 years minimum of industry experience with general knowledge in supply chain management.
3 years minimum experience of successfully leading and managing complex projects and teams
Exhibit a leadership style that empowers, team building, fosters a cohesive team environment always prioritizing employee satisfaction.
Business acumen.
Expeditors’ SB systems and tools capabilities – preferred.
Experience in MAS system – preferred.
Mexican Import customs knowledge including RRNA’s.
Exceptional customer service skills and proven ability to manage complex customer requirements.
Self driven, accountable for own performance and sense of urgency.
Strong communication skills (executive level), including written and presentation.
Strong interpersonal skills to foster collaboration among team members and customers.
Negotiation skills, focus in win-win results.
Strong time management and Organizational skills and ability to work productively both individually and in a team environment.
Strong project management skills, including planning, risk management.
Process oriented, strong in identifying improvement opportunities and driving efficiencies.
Business analytical skills, proficient with data analysis.
Ability to document business process flows.
Confidence to make decisions in response to changing conditions.
Strong computer skills (Word, Excel, Power Point, Visio and other tools).
Fluency in English and Spanish oral and written.
Availability to travel (60-80%).
Commitment to Exemplify our culture at all times.
Additional Information
- All your information will be kept confidential according to EEO guidelines
Vacancy expired!