Customs Service Coordinator - Montréal, Canada - Livingston International

Livingston International

Verified Company

Montréal, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Coordinator
Join Livingston, the largest customs broker in Canada and the third largest entry filer in the U.S.

We're a market leader offering customs brokerage, consulting and compliance, and freight forwarding services at more than 90 key locations in North America, Europe and Asia.

Customs brokerage is our core business and helping our customers navigate the complex and changing world of international trade is what we do best.

Consider joining our team for the opportunity to grow your career. From entry level to expert advisors, our supportive culture of learning will help you get the career you want.

Job Type:
Full Time

Location:
QC Montreal McGill St - CN060, HomeOffice Ontario, HomeOffice Quebec, ON Mississauga - CN005, ON Toronto - CN030

JOB SUMMARY:

The Service Coordinator is the primary point of contact for responding to client inquiries and issues. This includes resolving all inquires and issues and identifying root causes to ensure permanent resolution for assigned Clients. Provides secondary support for other Service Coordinators in their local "pool".

KEY DUTIES & RESPONSIBILITIES:

Respond and resolve general and complex issues and inquiries and ensure that the issues are resolved at "root cause".
Maintain and monitor the relationship with our clients, continuously assessing strengths, weaknesses, upsell opportunities and threats. Share this information with the leadership and client service team in order to strengthen our client relationships.
Ensure clients are completely satisfied with the response and resolution to their inquiries and complaints.
Research, respond and resolve complex client inquiries and issues such as information on import permits, refunds/amends, duty and tax calculations.
Research, respond and resolve general inquiries such as how to complete import documentation, classification, billing/invoice, providing release information and other general questions.
Respond to client issues and opportunities for improvement, including but not limited to: incorrect HS classification, slow release, incorrect billing codes or other invoicing concerns, missing paperwork, client process improvement needs.
Process credits/rebills & determine write off/collection issues within prescribed guidelines and process B2 refunds or amends.
Proactively provide client with Livingston information based on needs identified during reactive client contacts;
Report client issues or concerns back to respective appropriate team member/department and work collaboratively to resolve to the client's satisfaction;
Recognize when issues have not been resolved to client satisfaction and escalate matters as appropriate;
Handle Trade Compliance verification (audits);
Attend facetoface client meetings as required and may be required to conduct client exit interviews.
Maintain up to date client and contact information and monitor client satisfaction based on information collected on the surveys.
Document all client interactions in required systems.
Other duties as assigned by management.

KNOWLEDGE & SKILLS:

Superior client service aptitude
Must have strong written and verbal communication skills and must be comfortable interacting with both internal and external clients
Good problem solving, judgement, analytical and decisionmaking skills
Strong initiative skills with the ability to prioritize workload
Good crossfunctional, "team" player
A solid foundation of operating systems knowledge
Sound Livingston solution and technology knowledge and expertise
Customs brokerage experience
Knowledge of Customs requirements, procedures and regulations.
Proficient knowledge of Harmonized Tariff Schedule and regulations required
Maintain a professional and businesslike appearance
Be familiar with industry related websites to search for information to provide to clients

WORK EXPERIENCE - MINIMUM REQUIRED:

2 years of related experience
EDUCATION:
Required: High School/GED or equivalent
Required: Associates Degree or post-secondary education
CERTIFICATIONS DESCRIPTION:

COMPETENCIES:

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