Overview:

Were looking for a Service Delivery Supervisor to lead the Canadian Release Team at A & A Customs Brokers. This role is responsible for ensuring timely, accurate, and client-focused delivery of customs release services across all modes of transportation. As we shift into an increasingly tech-enabled environment, this role is critical to maintaining high performance while driving efficiency, accountability, and excellent client outcomes.

The ideal candidate will be as comfortable solving operational issues as they are coaching team members, managing service quality, and working with modern tools like ITMr4, Candata, and AI-powered document processing systems.

Location: Remote (Canada)
Work Hours: Monday to Friday - 8 AM to 4:30 PM PST
Reports To: Manager of Canadian Operations

Key Responsibilities:

• Supervise the day-to-day functions of the Canadian Release Team, ensuring timely and accurate customs entries.
  
• Ensure client service expectations are met or exceeded, particularly for high-priority or time-sensitive shipments.
  
• Collaborate closely with the Manager of Canadian Operations on team planning, performance management, and service standards.
  
• Serve as the first point of escalation for customs or service delivery concerns.
  
• Identify and mitigate service delivery gaps; coach team members focusing on continuous improvement.
  
• Help integrate and optimize automation tools, including AI-supported documentation processing.
  
• Monitor and report on service KPIs, team productivity, and error trends.
  
• Participate in recruitment, onboarding, and professional development of team members.
  
• Support cross-department collaboration, especially with Compliance and Client Services.
  
• Be available after hours as needed to support urgent matters.
  

Qualifications:

• 5+ years of experience in Canadian customs release operations or related field.
  
• Prior experience supervising or leading a customs processing team.
  
• Familiarity with ITMr4 and Candata is an asset.
  
• Experience with AI-driven document processing tools is an asset.
  
• Strong communication, coaching, and organizational skills.
  
• Ability to work in a fast-paced, remote environment and adapt to evolving workflows.
  

What Were Looking For:

• A problem-solver who takes ownership and delivers under pressure.
  
• A calm, steady communicator who can lead by example.
  
• A service-minded leader who knows that great process creates great client experiences.
  
• A forward-thinker whos excited about evolving customs operations with technology.

Why choose A&A?

Outstanding Reputation:

Check out our exceptional Glassdoor reviews, the best in the industry, at Glassdoor Certified as a Great Place to Work by our employees, we take pride in creating a positive and rewarding workplace.

Innovative Benefits:

Enjoy amazing benefits, including our unique Honeymoon Hi-5 program, providing paid time off, Learning & Tuition reimbursement, and other exclusive programs. We invest in our employees' well-being and professional growth.

Customs Certification Support:

We aspire to be the best, and that means hiring the best talent. Partner with us, and we will support you in obtaining Customs Certifications such as the CCSwith a generous $2,000 bonus upon completion.

We invite you to bring your skills to our company and see what A & A has to offer!

A & A Customs Broker is a fair and equitable company. We welcome and encourage applications from all candidates regardless of ethnicity, race, religious beliefs, disability, age, gender identity, or sexual orientation. While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted.