WEST TECH SHIPPING
West Tech Shipping is the leading air and sea freight-forwarding company in the Caribbean, fulfilling the needs of both private and business customers across ten (10) countries, including Guyana, St. Lucia, St. Marteen , Barbados, Antigua, Grenada, and St. Kitts and Nevis.
OUR MISSION
West Tech Shipping is dedicated to getting your goods to you quickly, while consistently offering world class customer service, by the most efficient team, demonstrating strong dependability and providing competitive pricing.
CARGO MANAGER
We are seeking a dynamic and committed 'Cargo Manager' , to manage and stimulate business growth across our operations in Guyana, while fostering a culture of outstanding customer service. The role requires an agile, entrepreneurial mindset, knowledge of the shipping and logistics industry, strong business acumen based on a record of success in similar roles, and the ability to lead and inspire an outstanding team, with the determination to drive high levels of sustainable profitability.
JOB DUTIES
General
- Oversee operations with a focus on developing new business and driving sustainable profitability.
- Support the business by consistently exceeding customer expectations and operational standards for delivered-on-time performance, at an optimized cost, with 100% commitment to timely clearance and processing of air and sea freight packages, thereby creating competitive advantage.
- Organize all operational aspects of the business, including cargo operations, customer service, human resources, and administration.
- Explore opportunities for continuous improvement, and take initiatives that provide practical and effect solutions, while also being firmly focused on opportunities for growth in the environment of business.
- Explore customer and employee satisfaction issues to ensure internal and external customer needs are proactively addressed, within the framework of the company's policies and procedures.
- Attainment of all business goals and performance objectives.
- Ensure compliance with with all applicable government regulations and laws.
- Direct oversight of the the maintenance and upkeep of the company's physical plant and assets, including buildings, equipment and vehicles.
- Remain informed of developments in communications, as well as the shipping and logistics field,to foster ideas and innovation.
- Preparation and submission of weekly reports to the Managing Director.
Cargo Clearance and Processing
- Ensures the timely clearance of all air freight and sea freight cargo. Ideally all cargo should be cleared on the same day of arrival in Guyana.
- Ensures Customs duties are are accurately applied to all cargo in an expedient manner.
- Partner with the US Warehouse and local cargo team to ensure smooth cargo operations, with a focus on continuous improvement.
Financial Management and Cost Control
- Effectively and efficiently manage and control operational costs across all facets of the business including compensation, inventory management, manning (overtime), materials and equipment , and utilities. Cost must always be maintained as low as possible.
- Partner with the regional Accounting and Finance team, as well as the Managing Director, to ensure an effective balance between cost control and business growth, through informed decision-making.
Stakeholder Partnerships
- Works closely with Customs & Excise to enhance the overall interests of the Company.
- Works closely with all West Tech Shipping carriers such as FedEx, American Airlines, DHL and King Ocean, to ensure there is always a smooth and efficient movement of all cargo.
- Liaise with carriers accordingly, to procure timely resolve of all delays in the delivery of cargo.
- Ensure timely and accurate preparation and submission of applicable Customs Duties reconciliation reports on a monthly basis.
- Work closely with cargo supervisor and/or cargo team in ensuring effective management and reporting of all of refunds where applicable.
- Ensure timely preparation of entries for clearance of goods.
People Development and Performance Management
- .Partner with HR in the recruitment, selection and training of employees, to ensure the right persons in the right jobs, at the right time.
- Conduct timely performance evaluations for employees.
- Inspire and encourage employees, by creating an environment of continuous improvement for both people and processes.
- Work closely with the HR Manager to promote a positive work environment, where employee morale is maintained at a high level, through remaining committed to reasonable and supportive leadership, that ensures employees are treated fairly and consistently.
- Perform regular administrative duties for the Guyana team (e.g. processing and oversight of employee time tracking records, vacation and sick days preliminary processing).
- Provide training, coaching, development and motivation to all employees.
- Closely lead, direct and control all employees, ensuring consistently high levels of commitment, job satisfaction, productivity and retention.
- Proactively engage with employees to enhance communication, as well as a strong understanding of business goals and objectives. Ensure all employees are informed and updated on all changes or additions to the organization's services and protocols.
- Manage work schedules within budget to facilitate adequate levels of staffing for cargo clearance, collection and distribution.
Customer Service Excellence
- Identify current and future customer requirements, by establishing rapport with both existing and potential customers.
- Ensure the customer service team responds to customer queries in a timely and accurate manner, via all relevant platforms (e.g. telephone, Email, WhatsApp, Facebook, Instagram, Twitter, Google Business Page, Web Chat), while remaining consistently professional and friendly at all times.
- Efficiently manage the customer service team, ensuring they remain focused and committed to handling all customer escalations in a timely manner.
- Facilitate partnership and communication with US Warehouse in connection to customer packages and inquiries as per queries received on a daily basis.
- Practice and promote behaviours that foster a culture of 100% commitment to timely follow up and resolution of all customer complaints and requests.
Communications and Marketing
- Direct oversight over the development and distribution of high-quality content, through creative methods and platforms, to provide a consistent, targeted, and impactful message to all stakeholders ( i.e. advisories and other communication).
- Apply a strategic and agile approach to marketing the products and services of West Tech Shipping, via the company website and social media pages, to attract and engage customers, while also building brand recognition.
- Market and promote the company by developing a schedule of holiday activities and promotions throughout the year, strategically designed to increase revenue.
KNOWLEDGE, SKILLS AND ABILITIES
- Excellent time-management and organizational skills.
- Goal-oriented with the ability to apply a strategic approach to the formulation and attainment of business strategies geared at achieving West Tech Shipping's overarching customer service and profitability related goals.
- Ability to inspire team through communication of shared vision and purpose.
- Agile and resourceful thinker who is able to identify and maximize potential business opportunities to grow the company, while also remaining proactive in identifying and responding to threats in the overall environment of business.
- Ability to remain calm and professional in challenging, high pressure environments and interactions.
- Affinity for growing and developing others through continual training, mentoring, and corrective action.
- At least three (3) years experience3+ years' experience of working in a similar capacity with broad operational oversight.
- Significant experience with modern management techniques and best practices
- Good knowledge of the courier, shipping or logistics industry, including regulation.
- various rules and regulations
- Bachelor's degree in Business Administration, Business Management, Project Management or other related field strongly preferred
- Highly discerning and perceptive, with excellent interpersonal skills
- Empathic, with the ability to relate to customer needs and concerns.
- Solution-oriented with a focus on timely resolution, as well as proactively eradicating potential issues, before they impact customers.
- Proven track record of success in prior role in achieving and maintaining high levels of customer service.
- Flexible with a willingness to work on evenings, holidays, and weekends as needed.
- Detail-oriented with the ability to identify, effectively analyze and respond to business changes and trends.
- Excellent written and verbal communication skills.
- Marketing skills with the ability to structure and drive campaigns that attract and retain customers.
- Must be an avid shopper with a genuine interest and love of online shopping.
- Knowledge of logistics business operations strongly preferred but not required.
Deadline for application submissions: Sunday October 27, 2024
***Only qualified candidates will be contacted for interview***
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Last updated on Oct 19, 2024