Customs Brokerage Manager

Hellmann•Chicago, IL

About The Position

The Customs Brokerage Manager oversees daily customs brokerage operations, ensuring efficient workflow, achievement of department goals, high performance standards, team development, and compliance with company policies and governmental regulations. The role manages customs brokerage staff and department performance, including financial results, customer quality, product growth, yield, staffing, and vendor continuity. It also serves as a product subject matter expert for customers and supports Sales and Account Management with market, service, and pricing guidance. The position requires overnight travel of 20–30%.

Requirements

Bachelor’s degree in Business, Logistics and Supply Chain, Transportation, or a related field, or an equivalent combination of education and work experience; a high school diploma or GED is required.
Five to seven years of experience in a customs brokerage agent position.
Two years of prior supervisory experience.
Active U.S. Customs Broker License (LCB) in good standing.
Financial acumen and understanding of business drivers.
Results-oriented approach to strategy and execution; leadership and professionalism; customer focus; organizational, time-management, and prioritization skills; and adaptability in a high-pressure environment.
Proficiency in world geography, shipping documentation, Incoterms, Microsoft Office Suite, email, and the internet.
Strong written and verbal English communication skills for professional interactions with customers, management, and subordinates.
Ability to calculate figures and amounts such as freight rates, discounts, and percentages.
Analytical and problem-solving ability.
Coaching skills, including the ability to train, coach, and develop subordinates.
Ability to meet the described physical demands, including frequent standing and walking, extended periods of sitting, computer and phone use, and close-up and screen-distance vision.
Ability to travel overnight 20–30%.

Responsibilities

Ensure customs and governmental processes and activities comply with global, country-specific, and port-specific regulations.
Monitor brokerage compliance laws and regulations, and develop programs to train personnel and maintain a compliant environment.
Attend training classes or conferences as needed to enhance skills and maintain industry knowledge.
Directly or indirectly manage all Customs Brokerage staff within the assigned department.
Meet working capital targets, including days payable outstanding and days sales outstanding targets.
Perform timely and accurate costing, revenue estimates, rating, and invoicing to minimize work in progress, days sales outstanding, and bad debt.
Meet customer quality goals under Customer Standard Operating Procedures at minimal cost through effective procurement and routing.
Meet volume and top-line product revenue growth targets and ensure product yield is within target range.
Lead yield improvement processes for business below or above target levels.
Work with senior management, peers, tender management, and Sales to measure, sell, and procure competitive market rates and services.
Ensure employees are trained, certified, and periodically recertified on product SOPs and the Quality Management System.
Ensure financial and quality controls and audits are completed accurately and on time.
Hold the team accountable for developing clear and concise Customer Specific Operating documents and certifications.
Consult with Account Management and Sales before they agree to non-standard services or pricing.
Train and coach Sales and Account Management personnel on market opportunities and threats, internal strengths and weaknesses, and gaining market share.
Manage customer escalations professionally with Account Management or Sales.
Act as a product subject matter expert when communicating with customers.
Lead or participate in corrective actions to reduce the likelihood of revenue or profit loss when business is at risk.
Manage product vendor quality and ensure business continuity if a vendor cannot perform.
Provide timely analysis to internal and external stakeholders as agreed for the assigned product and department.
Ensure accurate and timely product budgeting and forecasting.
Monitor staffing levels and workload allocation across product teams, including talent acquisition, furloughing, reassignment, schedule shifts, demotion, promotion, and severance.
Develop team members and individuals, and manage succession planning at agent, supervisor, and own level.
Perform other duties as assigned.