Import Manager

1 month ago

East Compton, United States Vanguard Logistics Services Full time

FCL Import Manager


WHAT YOU'LL BE DOING

To provide the highest level of Customer, Sales and Logistical support to the FCL Import product through prompt, competitive rate quotes, complete and accurate bookings and arrival notices, and a high degree of professional communication skills. In this role, the FCL Import Manager plays an important part in achieving our “Happy People” value by providing leadership and coaching to assure that all employees succeed in meeting individual performance goal as well as career growth.


ESSENTIAL RESPONSIBILITIES INCLUDE:

  • Process Rate Requests
  • Track quotes and follow-up to ensure highest quote to booking conversion %
  • Communicate and coordinate with sales on accounts and handling expectations
  • Process SOP’s, review and update when changes are required.
  • Coordinate with overseas to process bookings
  • Process arrival notices and arrange payments to vendors
  • Reach out to import accounts to offer value add services
  • Communicate timely with customers for any issues that may arise
  • Proactively manage shipments and identify problems to avoid extra fees/fines or extra charges.
  • Communicate with the customer to provide options that will help to mitigate any fees/fines or extra charges
  • Liaise between customs broker & consignee to avoid cargo going into General Order
  • Pre-audit files to ensure all agent credit/debit notes are obtained and correct.
  • Manage all FCL Import Customer Service and Ops teams (local and other locations)
  • Ensure the Import teams are friendly, efficient and easy to do business with.
  • Communicate effectively with your team and other department team members and leaders.
  • Always demonstrate respect to others across all communication platforms (i.e. Phone, Email, Skype, Webex).
  • Build confidence by providing positive feedback on the team’s performance.
  • Be the first point of escalation to assist the team in resolving customer problems or complaints expeditiously.
  • Liaise with Vendors to resolve any disputes.
  • Complete Daily, Weekly & Monthly Reports to ensure KPI’s are being met.
  • Providing guidance and training that support excellent service to the customer.
  • Assist with day to day tasks in the absence of a team member.
  • Share views and ideas with the Branch Manager and Product Director on how to further improvement the team’s performance.
  • Make sure any service failures have been communicated with the Operations Specialist, Branch Manager, and Product Director if escalation is required.
  • Review and updated SOP’s when changes are required. (Both local and BPO SOP’s.)
  • Subject Matter Expert (SME) and trainer for new projects and systems implementations.



MINIMUM QUALIFICATIONS AND REQUIREMENTS:

High school degree; associate degree preferred

Minimum 5 years of customer service experience; logistics experience; Import experience

Ability to multi-task, prioritize, and manage time effectively

Strong listening, written and verbal communication skills (English required); excellent interpersonal and teamwork skills

Strong MS Office skills, including Excel, Word, PowerPoint


WE ARE VANGUARD

We are an industry stalwart and a true innovator. We work with our customers to make doing business easier and more profitable. We are a values-driven organization with an objective to sustain sector leadership, always with the aim to create Happy Customers, Happy People, Happy Society and Happy Shareholders. Day-to-day, we work together to take care of our customers and each other, challenging ourselves to exceed our goals, and thinking ahead to anticipate our customers' future needs.


We set the standard. Come join us--we're looking for people just like you.


Vanguard is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. We're working to challenge the status quo with the power of diversity, inclusion and collaboration.

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