MEX | Ocean Operations Manager

To monitor daily operations and assist Manager in leading the team to carry out business activities and perform good customer service, maintenance of data integrity and achieve the company’s growth and profit objectives.KEY RESPONSIBILITIES:EXPEDITORS CORE COMPETENCIESExceptional Customer ServiceExceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers.         This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).Job ExecutionConsistently completes quality work that matches job expectations.  Is committed to operational excellence and continuous improvement for own job function and across the network.  All activities are compliant with company policies/procedures and code of business conduct and with government regulations. ReliabilityConsistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.          CollaborationDisplays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.CommunicationEffectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers.  Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.CultureExhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.  Personal Growth and DevelopmentParticipates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.Responsibilities:Operations Have thorough knowledge of the Ocean product. Stay current with developments and changes in regulations and company offerings. Work with Product Manager on capacity, efficiency issues and status of the team. Review and support with day-to-day quotations. Promote productivity tools within the team (e.g. using workboard, invoice processing, expo) Be continuously open and positive to implementing new system changes and enhancements with the team. Understand department process flow, constantly looking for areas to improve efficiency. Plan and support with huddles and monthly meetings to discuss market intelligence and delegate workloads within the team. Allocating workloads within team to ensure smooth operations during peak activity or staff absence. Monitoring workboards to ensure internal KPI’s are met e.g. timely data entry. Monitor shipment reports to ensure total customer satisfaction. Be involved and suggest system/process improvements. Prepare various documents for international transportation.  Finance Grow department Revenue in line with District budget target and management expectations. Review department P&L monthly and understand composition of clients, revenue per account. Management of A/R Resolution of AR issues created (forced/unforced errors) Art of Billing review Management department accounting  Ensure accurate and timely client and vendors billing and data entry into our operating system. Rates review to ensure we are aligned with the current market.  People Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team. Create and maintain an effective department organization chart, which is designed for flexibility and growth. Create a culture of teamwork, elite customers service, and accountability. Monitor required training for the team.  Assist the Product Manager with goal setting and monitoring development for staff. Employee management Assist the Manager with EPE’s on the department in line with the 3+1 Initiatives.  Customer Focus on customer development through Quarterly business reviews, check-ins, and serve as escalation point. Support Product Manager with sales development initiatives. Take an active role in the transition of new business/ updates to existing business. Ensure customer requirements are documented and understood within the department. Ensure all customers standard operating procedures are followed as per the DLSOP. Take an active role in the transition of new business/ updates to existing business. Build and maintaining strong relationships with customers and vendors.  Evaluating vendors at defined intervals per company policy, focusing on areas of possible improvement with corrective action plans where needed. Interact with our customers in arranging their international export shipments, meeting customer service standards.  Compliance Support all compliance efforts and trainings. Be open to implementing new system changes and enhancements into the department.  Always follow compliance regulations, both internal and external.  Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees. Proactively communicate with your team to ensure continuous awareness and understanding of policies and regulations. Maintain a positive relationship with the Trade Compliance and support all compliance efforts and trainings. Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.  CultureProactively promote the company’s 10 cultural attributes:  Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.