ÊM066: CARM Business Account Manager

Job Description Summary: The Business Account Manager (BAM) is the primary CARM Client Portal (CCP) user with complete administrative access and functionality who registers and sets up the business account on the CCP, requests and establishes access to client accounts and delegates access to all other subsequent CCP users. Job Description: CBSA LIAISON, CUSTOMER ONBOARDING, CARM SUPPORT CBSA Liaison This position is a requirement by the CBSA along with a backup for all CARM Importers and Brokers The BAM will be the contact for CBSA on matters related to FTN’s CARM accounts Liaises with CBSA on FTN CARM systems/operational activities and/or FTN account issues Establish/maintain FTN master client profile with the government Customer Onboarding and Support Establish and manage process and procedures for customer onboarding and fulfilling CARM requirements Provides escalated portal support for customers where issues cannot be resolved at the port level FTN Operational CARM Support Establish onboarding and manage access (off boarding) of FTN staff to CARM Client Portal Provides support with onboarding and manages access (off boarding) of FTN staff to CARM Client Portal Works with clearance operations at each port to resolve chronic CARM issues Identifies and research system issues. Work with FTN and CBSA IT to resolve Manages the CARM portal: Tracks, manages, quantifies, distributes, and reports on CBSA notifications (e.g. CBSA rulings, appeals compliance verifications, AMPS etc.) and ensures the appropriate parties carry out required actions Understands and troubleshoots CARM portal issues. Provides superior portal support (internal and external) where required Manage onboarding and off board (controlling access) to CARM Client Portal for all FTN staff The nature of the CARM portal introduction and related business changes requires staffing to be dedicated to the CARM portal administrative process, focused on quality and accuracy. Customer outreach is key to this effort and requires knowledge and understanding of CARM and related processes. Focus on accuracy up front in the CARM portal process will reduce problems, decrease error rates, add to billing and collections success and result in a quality customer experience. It is a customer facing position displaying the attributes of knowledge, leadership and emotional intelligence required of such a position. DIRECTING PROCESS, PROCEDURES AND POLICIES Plans, manages and directs FTN peers to ensure process, procedures and policies are followed in response to CARM regulatory and company policy changes in a timely and cost effective manner Manages the CARM information procurement process, bond acquisition for clients ensuring regulatory compliance, timely provision, processing and archiving of information and records keeping in accordance with regulatory requirements Ensures information is received/processed/archived in accordance with company policy, agency regulations and/or licensing requirements. CARM ADMINISTRATION Responsible to support and participate in discussions related to CARM policy changes with IT, Engineering, Regulatory, Operations, Finance, Customer Service and other FTN peers Provides subject matter expertise related to CARM regulatory requirements. Provides input on proposed government changes and contributes to procedural solutions providing recommendations to senior management. INTERNAL FTN PEER & EXTERNAL CUSTOMER SUPPORT Evaluates and offers recommendations to address sales, marketing and business opportunities Collaborates cross-organizationally to deliver value added client services. Provides leadership and technical guidance for complex CARM initiatives to customers on behalf of FTN. Assists with the development of national solutions to ensure ‘ease’ of Customs clearance QUALITY OVERSIGHT Ensures quality implementation of procedures and training resulting from new CARM clearance initiatives Supports business development by providing guidance on the development and implementation of effective client solutions that provide optimum support and revenue retention of high profile multi-national and other regular clients Reviews internal and external clearance, regulatory and procedural communications and training, to ensure accuracy and consistency. Ensures communications to internal and external clients are timely, effective and easy to understand. MAINTAINING STANDARDS & PRODUCTION METRICS Establishes effective compliance and production monitoring Reviews performance, procedures, compliance, identifies gaps and mobilizes corrective action as required Ensures quality functioning, while maintaining Customs compliance within a supportive work environment Identifies and closes gaps in the existing knowledge base, tools and resources. Uses existing quality metrics for performance management and further develops/improves quality metrics to ensure that prescribed operational standards are followed. Analyzes identified systemic problems with clearance trends, recommends corrective solutions. Coordinates prioritization of systems changes and makes recommendations pertaining to clearance procedures to FTN management. Performs any other duties as assigned. KNOWLEDGE, SKILLS & ABILITIES Bachelor's Degree or Equivalent (no particular discipline) Certified Customs Specialist (CCS) certification OR CBSA professional designation OR Certified Distribution Logistics Professional (CITT) required Minimum five (5) years progressive experience working with Customs and/or International Couriers. FTN experience preferred. Two (2) years related experience in the international Logistics, Transportation or Customs Brokerage preferred In-depth knowledge of Canadian Customs Import/Export and regulatory agency laws and requirements In-depth knowledge of Canada Customs Commercial systems including CARM/Cadex/Cusdec, Across, Pars, SWI Knowledge of FTN operations, systems policies and procedures. Excellent computer/technical skills, MS Office Thorough knowledge of Canada Customs and other government department rules and regulations Superior problem-solving and communication abilities Uses facts and evidence and demonstrates intellectual rigor with problem solving to support recommendations and decisions. Resourceful. Supports organizational decisions. Challenges the status quo. Has the courage to address difficult issues others avoid. Excellent people skills Project management skills Ability to plan, prioritize, and organize their span of control effectively to meet the business objectives of the organization Ability to create a positive work environment and motivate others by demonstrating courage and integrity when challenging systems and developing people to reach new standards of excellence and effectiveness. Additional Information Posting Date: 06-August-2022 Closing Date: 20-August-2022 FTN Statement/Disclaimer Connecting people with goods, services, ideas and technologies creates opportunities that fuel innovation, energize businesses and lift communities to higher standards of living. At FedEx, we believe that a connected world is a better world, and that belief guides everything we do. Our Core Values: To act with honesty and integrity. To treat everyone we encounter with dignity and respect. To do “Absolutely, Positively Whatever It Takes” to satisfy customers. To create a workplace that stimulates creativity and innovation. To strive for the highest levels of efficiency in all that we do Qualified candidates must be able to demonstrate a commitment to the core values and mission of FedEx Logistics, Canada. FedEx Logistics, Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We believe a diverse society is a stronger one. We strive to ensure our company reflects the many cultures of our workforce, customers and communities around the world. Thank you for your interest; however only those applicants selected for an interview will be contacted.