Customs Brokerage Manager

Hellmann Worldwide Logistics•Chicago, IL

8d•$110,000 - $140,000

About The Position

The Customs Brokerage Manager oversees daily customs brokerage operations, ensuring efficient workflows, department goals, high performance standards, team development, and compliance with company policies and governmental regulations. The role manages Customs Brokerage staff and is accountable for operational quality, financial performance, customer service, staffing, and team development. It serves as a product subject matter expert for customers and works with senior management, Sales, Account Management, and other partners to maintain competitive services and support business growth.

Requirements

Bachelor’s degree in Business, Logistics and Supply Chain, Transportation, or a related field, or an equivalent combination of education and work experience.
High school diploma or GED.
Five to seven years of experience in a customs brokerage agent position.
At least 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, professionalism, and customer focus.
Organizational, time-management, and prioritization skills.
Adaptability and flexibility in a high-pressure environment.
Knowledge of world geography, shipping documentation, and Incoterms.
Proficiency with Microsoft Office Suite, email, and the internet.
Strong written and verbal English communication skills for professional communication with customers, management, and subordinates.
Ability to calculate figures and amounts such as freight rates, discounts, and percentages.
Analytical and problem-solving skills.
Coaching skills, including the ability to train and develop subordinates.
Ability to travel overnight 20–30% of the time.

Responsibilities

Ensure customs and governmental processes, procedures, and activities comply with global, country-specific, and port-specific regulations.
Keep current with brokerage compliance laws and regulations and develop programs to train personnel and maintain compliance.
Attend relevant training classes or conferences to enhance skills and industry knowledge.
Directly or indirectly manage Customs Brokerage staff in the assigned department.
Meet working capital targets, including days payable outstanding and days sales outstanding targets.
Ensure timely and accurate costing, revenue estimates, rating, and invoicing to minimize work in progress, days sales outstanding, and bad debt.
Meet customer quality goals in accordance with Customer Standard Operating Procedures while controlling costs through effective procurement and routing.
Meet volume and product revenue growth targets and keep product yield within target ranges at customer and department levels.
Lead yield improvement efforts when business performance is outside target levels.
Work with senior management, peers, tender management, and Sales to measure, sell, and procure competitive market rates and services.
Ensure employees are periodically trained, certified, and 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 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 approaches to gaining market share.
Manage customer escalations professionally with Account Management or Sales.
Serve as a product subject matter expert in customer communications.
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 concerning the assigned product and department.
Ensure product budgeting and forecasting are accurate and timely.
Monitor staffing and workload allocation across product teams, including talent acquisition, furloughing, reassignment, shift changes, demotion, promotion, and severance.
Develop team members and individuals, and lead succession planning at agent, supervisor, and personal levels.
Perform other duties as assigned.