Customs Brokerage Supervisor

Expeditors•Grapevine, TX

3d•Onsite

About The Position

The Customs Brokerage Supervisor will support the customs brokerage manager in the smooth running of the department within the branch, focusing on Operational Excellence, Financial Excellence, Business Development, Employee Development, Customer Service, and Digitization. This role requires adherence to company policy, procedures, and business code of conduct. The company is a global logistics provider with a worldwide network, emphasizing professionalism, leadership, and a customer service-based approach. They are a Fortune 500 company with a high employee retention rate and a focus on internal promotion and career development.

Requirements

Expeditors company policies and procedures knowledge.
A good understanding of Expeditors’ products, services and systems.
Strong market and competition knowledge.
Good knowledge of customs brokerage process and system essential.
Good knowledge of customs legislation, especially with regards to classification, valuation and origin.
Understanding of ocean, transcon and air documentation process.
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 of the customs regulations.
Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
Good Microsoft Office skills (Excel, Word etc.).
Pro-active, strong organizational skills.
Familiarity with digitization tools.
Fluent in English.
Proven negotiation skills.
The ability to troubleshoot and solve problems quickly and effectively.
The ability to maintain privileged relationships with the customs authorities.
Emotional resilience.
Set the weather for the team.
Self-reflecting and open to feedback.
Initiative and ability to work in autonomy.
Role model of integrity and pride for all employees.
Proven leadership attitude and background.
Meet company standards of 52 hours training per year, including as needed management/leadership training.
3-5 years of Customs Brokerage experience (preferred).
Licensed Customs Broker (preferred).

Nice To Haves

Hazardous Materials certification (preferred).

Responsibilities

Monitor compliance at all times to regulations, including internal policies and procedures (OPS) and external government regulations or customer policies/requirements.
Understand department process flow, constantly looking for areas of improved efficiency.
Ensure all customers standard operating procedures are followed as per the SOP.
Ensure all Customs Authorizations are accurate.
Monitor team workboards and workloads.
Ensure all documentation is present for archiving purposes.
Allocate workloads within the team to ensure smooth operations during peak activity or staff absence.
Meet with local customs to discuss performance, delays, red-channels, customs developments and plans.
Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees.
Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
Maintain a positive relationship with the Trade Compliance Manager and support all compliance efforts and trainings.
Follow up the customs guarantee for various operations.
Follow up refunds with customs authorities.
Follow AR report – review, delegate, chase.
Ensure every account has a credit limit and check for credit extension when needed.
Review Department P&L, identify areas that lack profitability.
Support the manager and/or the sales department where needed for new business transition.
Report all calls - sales and retention activities in CRM.
Support with brokerage business setup and/or quotes as needed.
Identify with manager, develop and mentor your No. 2.
Ensure team meets company standards of 52 hours training per year per employee.
Ensure that new hires complete company’s mandatory training within the first 6 months.
Participate in 3+1: quarterly one on ones and annual performance review with all employees.
Ensure all staff and positions have job descriptions, communicate clear expectations and are working with structured development plans.
Contribute to the effective weekly department meetings with the team.
Review department goals and business plan periodically with the team to ensure buy-in and accountability.
Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
Prioritize the customer experience.
Communicate regularly with customers and maintain good working relationships.
Handle escalation requests from agents.
Ensure all communication with customers is professional and sets an example for the team.
Foster the 6 Key Elements of Customer Service within the team (Freight, Relationship, Billing, Communication, Information, Our People).
Be able to navigate difficult conversations with customers and reach a resolution.
Support customers throughout the department, step in to support other teams as needed.
Focus on continued process improvement and efficiencies.
Promote and utilize productivity tools (process management, data default rules, macros/power queries, edoc lift, etc.).
Be open to implementing new system changes and enhancements with your team.
Be involved with onboarding and suggesting system/process improvements.
Set the tone of this environment within your team.
Pull and customize reporting for customers.