Customs Solutions, Technology Service Manager

Customs Solutions, Technology Service Manager

Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston. 

JOB SUMMARY

N/A

KEY DUTIES & RESPONSIBILITIES

Training & Enablement

• Run product “orientation” sessions for Client Service, CFS, Sales, and/or any other stakeholder.
• Deliver demos and training sessions on our digital platforms to internal teams and sometimes clients
• Contribute to the development of user guides, tip sheets, webinars, and video demos.
• Train Sales and Client Service on how to speak to product features to improve their productivity
• Update existing documentation when a feature changes/ is added (not just create new ones)
• Record short video walkthroughs for common questions to reduce repeat tickets - to be stored and assigned to internal teams
• Organize and maintain training content somewhere findable

Support & Troubleshooting

• Act as help-desk style point of contact for internal product inquiries
• Guiding Client Service and CFS on responding to customer inquiries and troubleshooting
• Triage issues to determine root cause: software bug vs. user training gap
• Escalate confirmed software issues to IT Developers
• Act as a point of escalation to client inquiries.
• Understand and support in the resolutions of root cause analysis
• Create support and feedback channels across the organization

Client & Onboarding Coordination

• Support internal teams in migrating client users from the legacy tools to the new ones
• Create/change and support internal processes as needed
• Process user setup requests (email changes, admin rights transfers, etc.)

Cross-Functional / Product Management

• Partner with Product Management, and IT Developers to understand new features end-to-end
• Understand the full data flow - from backend data source to what the customer sees in the tool
• Partner with Product to coordinate product launches (communication, notices, internal emails, external emails)
• Understand the ecosystem of products we own and how they work
• Adapt to any oncoming projects
• Other duties as assigned.

KNOWLEDGE & SKILLS

• 3 to 5 years of proven Customs Brokerage experience.
• Minimum of 2 years of customer-facing experience.
• Intermediate to Advanced computer, web navigation, and data entry skills (MS Word, Excel, PowerPoint & Outlook).
• Excellent communication skills (both verbal and written); ability to converse in French and/or Spanish a definite plus.
• Ability to prioritize and multitask.
• Strong attention to detail and organizational skills .

WORK EXPERIENCE – MINIMUM REQUIRED

3 years of related experience

EDUCATION

Required: Associates Degree or post-secondary education in Logistics or Supply Chain Management

CERTIFICATIONS DESCRIPTION

• Preferred: Customs certification

COMPETENCIES

Business Acumen and Straight Talk

At Livingston, we are committed to fostering a flexible, growth-oriented environment where you can thrive. Our culture is built on respect, recognition, and collaboration, and we empower our team with trusted expertise, continuous learning opportunities, and long-term support. We offer competitive compensation, comprehensive benefits, and a transparent pay philosophy aligned with market data and job-related factors.

Base salary is one component of our total rewards package which also includes incentive opportunities, benefits, and professional development. Salary ranges are established by location and reflect relevant factors such as skills, experience, and market conditions. The good-faith salary range for this position is 70,825-106,500 CAD. Actual compensation will be determined based on these factors and may vary accordingly. 

Diversity, Equity, and Inclusion at Livingston

We are proud to be an inclusive employer and welcome applicants of all backgrounds, experiences, and perspectives. We know some candidates, especially women and people of color, may hesitate to apply unless they meet every requirement. If this role excites you, we encourage you to apply.

Livingston is an equal opportunity employer committed to fostering an inclusive and accessible workplace. Accommodations are available throughout the recruitment process for applicants with disabilities. If you require an accommodation, please advise when submitting your application. In accordance with Ontario transparency requirements, t his posting is for an existing, currently available position. In accordance with Ontario transparency requirements, this posting is for an existing, currently available position.

Job Type: Full Time 

Location: ON Toronto - CN030