Customs Brokerage Operations Manager

Expeditors•Irving, TX

10h

About The Position

The Customs Brokerage Operations Manager develops the Customs brokerage product in the marketplace, with a focus on operations, finances, sales, people, systems, and culture, while adhering to company policies and procedures. The role oversees service execution, staffing and capacity, employee development and training, and compliance with Customs and other government agency requirements. The manager supports customs operations and customer service, maintains relationships with vendors and Customs authorities, oversees client setup and instructions, monitors operational reports and post-entry activity, and provides staff training on regulations, procedures, systems, and customer requirements. The position also supports business transitions, customer retention and sales activities, financial reporting and accounts receivable follow-up, compliance reporting, and the adoption and improvement of systems and processes. The role promotes Expeditors’ cultural attributes and supports staff appraisals, development plans, department meetings, and business goals.

Requirements

Knowledge of Expeditors company policies and procedures.
Good understanding of Expeditors products, services, and systems.
Strong market and competition knowledge.
Good knowledge of customs brokerage processes and systems.
Good knowledge of customs legislation, especially classification, valuation, and origin.
Understanding of ocean, transcon, and air documentation processes.
Knowledge of air, road, and ocean transport.
Good knowledge of Incoterms.
Well-rounded knowledge of the customs tariff and customs system.
Working knowledge and experience with customs regulations.
Effective interpersonal skills, including listening, comprehension, and clear, concise communication.
Good Microsoft Office skills, including Excel and Word.
Proactive approach and strong organizational skills.
Familiarity with digitization tools.
Fluent in English.
Proven negotiation skills.
Ability to troubleshoot and solve problems quickly and effectively.
Ability to maintain privileged relationships with customs authorities.
Emotional resilience, initiative, and ability to work autonomously.
Self-reflecting, open to feedback, and able to set the weather for the team.
Integrity and pride, with proven leadership attitude and background.

Nice To Haves

Hazardous Materials certification.
Three to five years of Customs Brokerage experience.
Licensed Customs Broker.

Responsibilities

Manage and monitor Customs brokerage department service execution, capacity, resources, staffing, structure, and organization.
Conduct timely staff evaluations and reviews; provide ongoing feedback, coaching, mentoring, and skills development.
Identify, develop, and mentor a second-in-command; prepare personal goals and help staff prepare their goals.
Ensure employees complete required annual and new-hire training within the required timeframes.
Maintain compliance with Customs and other government agency controls and requirements, and ensure company policies, processes, tools, and systems are understood and implemented.
Manage the branch’s third-party broker program and oversee self-assessments and daily monitoring to resolve issues at their root cause.
Be present at the customs office and customs port office.
Support vendor relationship management, cost initiatives, vendor evaluations, and corrective action plans.
Provide third-party brokers with clear instructions, procedures, and expectations when they are used.
Ensure system reports are used at the required frequency to supervise operations.
Ensure new clients are properly set up with applicable authorizations, worksheets, and operating procedures, and that client-specific instructions are clear and detailed.
Control the department’s interface with Customs authorities.
Provide deskside training on customs regulations, company policies and processes, operations, customer service, customer communication, systems, and client requirements.
Monitor and review post-entry activity with the branch compliance supervisor and review employee productivity reports.
Ensure discrepancies are monitored and resolved correctly and promptly with action items.
Stay current on regulatory and company offering changes and educate staff about them.
Support staff appraisals at least quarterly, ensure job descriptions and development plans are in place, contribute to weekly department meetings, and review department goals and business plans with the team.
Support new-business transitions and updates to existing business, participate in customer retention and sales calls, and contribute to sales meetings and industry pipeline development.
Compare shipment and revenue trends for top accounts, manage the Garantias report, review the single provision report with the Customs Manager, meet with the department manager weekly or more often as needed, and follow up on accounts receivable.
Promote compliance, communicate policies and regulations to the team, maintain a positive relationship with the Compliance Manager, and support compliance efforts and training.
Analyze R1, IDMA, and penalty reports and present results with action items.
Promote the company’s cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
Support system changes and enhancements, suggest system and process improvements, set a constructive tone, and ensure the department uses system tools effectively.