Summary: The Import Manager is responsible for planning and directing the activities of the Import Department in a way that meets customer needs and satisfies company objectives. It also includes the work management of the import staff. He or she develops procedures, establishes standards, and administers activities to assure the timely delivery of product to customers and the effective response to customer requests, problems, and requirements. Developing effective communication linkages with the customer and other functional areas of the firm, which ensure a high level of customer service. Also responsible for coordinating and supervising all traffic functions relating to freight movement, maintaining prescribed service levels while keeping costs at a minimum.
Essential Duties and Responsibilities: Duties include, but are not limited to, the following: Customer Service Management
Supervise and coordinate an even, daily workflow among Import Coordinators.
Coordinate new accounts, gathering all necessary information and assigning accounts to Import Coordinators.
Audit all new accounts and follow up on responsibilities of the coordinator to assure that customer needs have been met.
Address the more complex and non-routine customer issues and request.
Direct and control the release of orders to shipping in a manner that ensures timely deliver to customers and meets company efficiency goals.
Direct and oversee order processing and assure that data entries on all documents such as bills of lading and inventory reports are accurate, timely, and cost effective.
Make recommendations to senior management on programs to improve operation of the customer service function.
Import Customs Clearance Management
The Import Manager needs to supervise the customs clearance work of the
Import Coordinators. Customs House Broker will comply with CBP compliance and communicate with customs as necessary.
When the law is revised, we will confirm the details with customs and give guidance to the import staff.
Others include customers BOND management, Post Summery Corrections and PSC’s.
Interact with other departmental management to achieve goals.
Attend managers meetings and department meetings.
Direct and supervise the scheduling of incoming and outgoing shipments to ensure efficient resource utilization and achievement of customer service goals.
Determine the most economical traffic patterns.
Interface with Operations to resolve any problems associated with scheduling and dispatching.
Schedule customer pickups as required.
Recommend programs to the Operations Manager that improves the traffic function.
Evaluate and negotiate carrier rates. Prepare rate proposals for prospective customers.
Arrange for carrier services by specifying routings; preparing tracers on lost shipments; and preparing and filing claims for damages, lost shipments, and overcharges.
Evaluate carrier performance and recommend any appropriate changes in mode and/or carrier.
Assure compliance with all government regulations.
Customer Interfacing Activities
Initiate and maintain a good working relationship with all customers.
Personally respond to customer inquiries, complaints, inventory status, status of orders, etc., in a prompt, courteous, and effective manner.
Track on-time delivery and other performance measures.
Provide necessary reports to management.
Direct the operations of the Import staffs to achieve prescribed objectives.
In collaboration with Human Resources, develop and maintain a productive staff by creating programs for hiring, training, and professional development.
Apply sound communication and motivational techniques in supervising, counseling, and disciplining subordinates. Implement and appropriate performance evaluation system for recommending promotions, wage increases, and terminations.
Gather and analyze data concerning department operations and customer requirements.
Complete all necessary records and reports in a timely and accurate fashion.
Distribute reports to various functional areas as required.
Position requires supervision of the entire Import Department, and knowledge of their job functions is required.
Position requires direct supervision from the Branch Manager and/or respective Manager.
Position requires decision-making and problem-resolution skills on a management level, with knowledge to impact operational functions, as well as customers.
Position requires good people skills, communication skills, organizational skills, computer skills, and leadership skills.
Education and/or Experience (preferred)
Position requires experience in customs clearance, freight forwarding and customer service.
Certificates, Licenses, Registrations
Customs Broker License
Position requires proficiency in written and spoken English in order to communicate with employees and outside agencies; compose reports; complete forms, etc.
Basic arithmetic is required.
Ability to solve and provide recommendation for practical problems preferred.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form a must.