Senior Customs Brokerage Specialist

FedEx•Tonawanda, NY

6d•$17 - $27•Onsite

About The Position

Create extraordinary customer satisfaction by taking customers' perspectives, anticipating customers needs and focusing on coordinating internal and external resources to ensure timely and accurate service to all customers including FedEx oPCo's. Provide high level of customer service by developing and maintaining a strong relationship with internal and cross FedEx OpCo front line personnel in various operation divisions. Perform all duties of release and classification specialist as required. Perform all duties of customer care account representative by providing brokerage pricing, tracing and tracking, and routing information for FedEx ground shipments for import. Advises shipment status to internal or external customers on an individual report basis. Guide and counsel internal and external customs (including FedEx OpCo's) as to the proper and legal manner to import freight as it relates to U.S. Trade regulations and policies by consulting with customs and other governmental agencies on issues of compliance and admissibility. Serve as communication links between the customer, other external parties and the various functional and geographic areas within our company including operations, accounting, regulatory (i.e. Brokerage), information systems and sales. Input customs clearance information into FedEx corporation customer service system to provide timely clearance information to FedEx customer call center representative. Maintain knowledge of industry developments as well as all FTN and FedEx cross OpCo's services and product offerings through maintaining contact with internal associates and reading company materials. Coordinate the timely and accurate processing of account set up requests by immediately responding to customer inquiries (via telephone, email or fax). Coordinate the resolution of billing issues, post entry and other technical and logistical problems (i.e. Claims) on the customer's behalf in a timely manner. Will escalate the more complex shipments to senior customer care account representative for resolution. Identify customer issues prior to escalation, offers appropriate solutions and communicates with the senior customer care account representative to forward qualified leads for follow up by the responsible sales director, gm, or account executive.

Requirements

HS Diploma or GED required
24 months of brokerage or transportation experience and/or customer service experience required
Required - MS Office, Outlook, Office equipment (phone, fax, photocopier, printer, scanner)
Excellent communication skills, verbal and written
Organizational Skills
Inter-personal skills
Problem solving Skills
Handle high volume of work
Handle time sensitive work
Ability to work independently with minimum supervision
Able to work on a team
Proficient in HTS classification & familiar with the harmonized tariff system
Strong knowledge of U.S. Customs regulations & other federal regulations and requirements with respect to specific area of expertise
Minimum of three (3) years experience in release and classification activities with a high level of performance
General working knowledge of U.S. Customs and other governmental agencies laws, regulations and procedures
Willing to work different schedules based on business needs

Nice To Haves

Two (2) year college degree preferred or equivalent
Comprehensive knowledge of FedEx Trade Networks' internal policies, procedures and processes, including general knowledge of all FedEx operating companies services and products preferred

Responsibilities

Taking customers' perspectives
Anticipating customers needs
Focusing on coordinating internal and external resources
Ensuring timely and accurate service to all customers including FedEx oPCo's
Developing and maintaining a strong relationship with internal and cross FedEx OpCo front line personnel in various operation divisions
Performing all duties of release and classification specialist as required
Performing all duties of customer care account representative by providing brokerage pricing, tracing and tracking, and routing information for FedEx ground shipments for import
Advising shipment status to internal or external customers on an individual report basis
Guiding and counseling internal and external customs (including FedEx OpCo's) as to the proper and legal manner to import freight as it relates to U.S. Trade regulations and policies by consulting with customs and other governmental agencies on issues of compliance and admissibility
Serving as communication links between the customer, other external parties and the various functional and geographic areas within our company including operations, accounting, regulatory (i.e. Brokerage), information systems and sales
Inputting customs clearance information into FedEx corporation customer service system to provide timely clearance information to FedEx customer call center representative
Maintaining knowledge of industry developments as well as all FTN and FedEx cross OpCo's services and product offerings through maintaining contact with internal associates and reading company materials
Coordinating the timely and accurate processing of account set up requests by immediately responding to customer inquiries (via telephone, email or fax)
Coordinating the resolution of billing issues, post entry and other technical and logistical problems (i.e. Claims) on the customer's behalf in a timely manner
Escalating the more complex shipments to senior customer care account representative for resolution
Identifying customer issues prior to escalation
Offering appropriate solutions
Communicating with the senior customer care account representative to forward qualified leads for follow up by the responsible sales director, gm, or account executive