Manager, Brokerage Solutions - Process & Systems

Delmar International Inc.•Buffalo, NY

1d•$90,000 - $95,000

About The Position

Delmar International Inc. was established as a family-run customs broker in Montreal, Canada in 1965. Since then, we have evolved into a global logistics and supply chain management leader. Our team of extraordinary, forward-thinking professionals delivers results and empower business leaders by gaining an intimate understanding of our client’s requirements and providing exceptional solutions. As a global company, we embrace cultural diversity and recognize the value of each individual. We offer an environment where collaboration to provide innovative, courteous, and efficient client service is the essence of our culture. Reporting to the Director of Customs Services, the Manager, Brokerage Solutions – Process & Systems is responsible for developing, documenting, and maintaining brokerage processes and operational workflows that support consistency, readiness, and scalable execution across brokerage network. The role also carries a dotted line to Project Managers to support project-based deliverables, documentation, testing, and deployment activities.

Requirements

Minimum 5–10 years of experience in Customs Brokerage operations.
Strong background in process documentation, workflow analysis, and operational improvement.
CargoWise One experience preferred.
Experience with automation or AI-related operational initiatives is considered an asset.
CCS, CTCS, LCB or equivalent industry designations preferred.
Strong business acumen and understanding of country-specific customs regulations and programs.
Proficiency in MS Office and other workflow-related tools.

Nice To Haves

Ability to work independently as a self-starter with strong follow-through.
Excellent interpersonal skills for interaction across multiple departments.
Strong project management skills with proven ability to deliver against timelines.
Exceptional written and verbal communication skills with the ability to clearly present ideas and solutions.
Exceptional attention to detail and organizational capability.
A collaborative mindset and commitment to customer service excellence.

Responsibilities

Develop and maintain Standard Operating Procedures and process documentation for brokerage operations within the assigned country.
Work with operational leaders to translate strategic direction into clear, documented workflows.
Support automation and AI/OCR/ICR initiatives by providing operational requirements, participating in testing, and supporting adoption.
Create training materials such as SOPs, guides, and webinar content for new and existing employees.
Deliver onboarding training for new hires and ongoing training sessions for operational teams.
Partner cross-functionally with Freight, PMO, Compliance, and Technology teams to support workflow alignment and process improvement.
Support project deliverables through a dotted-line relationship to Project Managers, including documentation, requirements gathering, and execution planning.
Collaborate with the counterpart in the other country to ensure consistency in documentation standards and cross-border process alignment where appropriate.
Serve as subject-matter expert on U.S. in-bond, FTZ workflows, and related regulatory processes.
Standardize U.S. brokerage workflows across all U.S. offices supporting Customs Services.
Document and refine freight-to-brokerage transitions throughout U.S. operations.
Support AI/ICR automation initiatives tied to U.S. release processes and PGA requirements.
Assist with readiness for growing FTZ activity by ensuring clear, scalable workflows.