Team Leadership

• Develop team atmosphere focused on internal and external customer service and drive performance to ensure required levels of productivity and organizational objectives are met
• Select, place, and train staff and define specific job assignments within specialty teams
• Monitor and maintain working knowledge of brokerage team activity, balance capacity, and workload while seeking improvement in the process and team efficiency
• Resolution of issues that could potentially result in delayed cargo release, final delivery, or customer loss
• Work collaboratively with product management and leadership to improve, streamline, and develop processes and procedures
• Team P&L management
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications
• Prioritize and delegate work.  Monitor for accuracy, completeness, and efficiency
• Provide input on and/or conduct mid and year end reviews and compensation decisions
• Provide input and recommendation on staffing and forecasting decisions
• Communicate and educate employees on corporate compliance policies

Operational Management

• Plan, implement, and supervise operations plan to ensure compliance with U.S. Customs regulations
• Support brokerage functions such as classification, entry of goods, filing entries, customs inspections, and release of shipments
• Continuous process improvement in all areas of responsibility
• Demonstrate strong decision-making skills and ability to prioritize tasks between daily responsibilities
• Assist team with ABI, AMS, and billing errors where required
• Adhere to a high level of operational excellence with respect to timeliness and audit KPI's.
• Work closely with other teams and peer-managers to seek mutual benefiting process and workflows
• Develop and document operational process within team and process for interaction with other branch teams
• Document workflow of individual team members
• Actively work with management to identify, develop, and monitor metrics to measure performance of team and members

Customer Service

• Act as the ending escalation point for customer issues
• Ensure customer SOPs are created and adhered to by employees and customers
• Collaborate with Sales and Account Management regarding potential business and implementation
• Conduct regular team meetings reviewing customer issues and current events
• Drive customer interaction on a personal level and develop relationships with carriers and clients
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• High School Diploma or GED
• 3+ years of customs brokerage experience
• Direct or indirect supervisory, management or leadership experience

Preferred:

• Possess customs brokers license
• Bachelor’s degree from an accredited college or university
• CCS Certified
• Licensed customs broker or pursuing license
• Demonstrated ability to lead, motivate and influence others, set a positive example, and create a productive, positive environment
• Strong written and verbal communication skills
• Strategic and creative thinking skills
• Strong problem-solving skills
• Values a diverse and inclusive work environment