Omnitrans
If you are looking for a positive work environment, a sense of belonging, purpose and happiness of human dimensions, where collaboration and continuous improvement are part of your day-to-day, and where you have a direct impact on the customer experience, you are at the right place ! Omnitrans is currently seeking a Customs Brokerage Supervisor to join our Customs Brokerage team in Montreal or Toronto. This person will : * Supervise the client service team, provide operational support and training as required, ensuring that assigned work is timely completed, and that Omnitrans’ service standards are consistently met and exceeded. * In collaboration with the Operations Manager, plan, develop, and implement Customs Brokerage department policies, procedures, and objectives. * Ensure adequate coverage of services during vacation periods, absences or any situation that could lead to a reorganization of the department’s activities. If necessary, the Supervisor will contribute and do replacements, to avoid too much volume for the other members of the team. Responsibilities Team Management: * Supervise a team of approximately 15 employees in a Hybrid Work model to motivate and develop the team members to their maximum potential. * Lead the full Performance Management Program (PMP) cycle which includes the setup of annual SMART objectives at the beginning of the year, the mid-year review, the year-end review, and the development plan for each member of the team. Provide results of team assessments to manager/director. * Supervise and help resolve escalations and operational issues, while guiding the team members to become autonomous and creative in problem solving. * Coach and develop team members’ skills set, provide feedback on performance on an on-going basis. * In collaboration with the Operation Manager, establish expected production levels for team members and work with them to meet these goals. * Assist the Team Leader in handling day-to-day tasks and managing the service team members as needed. * Continuously evaluate all operations processes for efficiency. Identify areas for improvement and share them with the manager/director. * Support departmental/organizational decisions and help the manager in communicating/cascading information to the team members and operationalizing the strategy to generate results. * Support the manager in assessing training needs, ensure that the training programs are actively being followed, and that specific training needs are met. * Support the manager in developing specific performance improvement plans (PIP) for employees when needed, ensuring that team members have adequate training. * Ensure that the Service Excellence Value is embedded in the service provided to internal and external clients of the department. Operations and Process: * Oversee client service aspects of integrating new import brokerage accounts, ensuring smooth transitions and alignment with service expectations, including account setup and handoff to a Client Representative. * Work with Client Relations Consultants and operational staff to develop and/or refine SOPs as needed to ensure effective onboarding of new accounts. * Coordinate with internal departments (Accounting, Technical, Logistics) to address client-specific setup needs. * Recommend workflow and communication improvements to the Operations Manager; document procedures for training and onboarding. * Ensure best practices and accountability tools are consistently applied in daily operations. * Provide after-hours support as needed. * Perform general office duties. Client Service: * Ensure SOPs are followed and updates communicated to CSR teams and CRCs. * Resolve client issues, storage/dispatch problems, and service gaps promptly. * Attend client meetings periodically to provide supplementary support, subject matter expertise, and/or resolve complex issues as needed. * Serve as escalation point for team members and client concerns; guide employee development through coaching and problem-solving. * Address AP/AR disputes. * Ensure service delivery meets Omnitrans’ standards for responsiveness, problem-solving, and client-focused support. * Address service challenges with operational teams, CRCs, and upper management as needed. System Maintenance and Process Development: * Act as first-level system expert for the team. * Identify and recommend process improvements to enhance efficiency. * Ensure system data is current and accurate, with each team member maintaining integrity for their client shipments. What you bring: * A minimum of 7 years of comparable Customs Operations experience, including 3 years in a supervisory role * Completion of CSCB certification * Strong supervisory and people management skills, with the ability to communicate clearly, assertively, and diplomatically while fostering collaboration within a team of experienced and highly knowledgeable industry professionals. * Operational and Process Improvement Mindset * Ability to multitask, organize, lead, motivate, and coach. * Thorough understanding of International Business and trading practices * Strong problem-solving skills, ability to identify root causes and find positive solutions * Bilingual (French and English) What we offer: * Be part of a well-established international company, combining 45 years of experience in Customs Brokerage & Logistics services. * Have an impact on the growth of the company. * A hybrid work environment with 2 days per week at the office. * 24/7 telemedicine platform and an extra healthcare account expense. * Have access to a complete insurance program of dental & medical services, a coverage of $500/specialists/year. * Grow your career in a reputable company. * Work in a flexible company with an agile mindset. #LI-Hybrid Omnitrans is committed to creating and maintaining an accessible and inclusive work environment to eliminate discrimination based on age, skin colour, origin, religion, sex, sexual orientation and any other characteristic.
