Customs Brokerage Lead

SUMMARY DESCRIPTION:

To support the Customs Brokerage Supervisor/Manager in running the department, focusing on operations, monthly accounting and finances, standard operating procedure writing, people, systems, culture.

KEY RESPONSIBILITIES:

• Take an active role to support their supervisor, and act as the back-up

• Monitor workboard for the team and coordinate with the supervisor to adjust the daily plan

• Actively manage group inboxes, ensuring communication is timely, professional, and tasks are assigned and completed within the KPIs.

• Able to independently resolve problem shipments and customer escalations for their own accounts, and be the additional escalation point for the team

• Assist on any accounting related tasks to ensure financial excellence

• Regularly attend, and actively participate in customer facing engagements

• Ensure smooth and timely shipment process flow

• Ensure accurate and timely data entry into our operational system based on defined metrics

• Track and trace shipments

• Provide proactive and clear communication to internal and external customers

• Ensure accurate and timely client billing, including dispute resolution

• Understand customer expectation to ensure all the elements of the SOP and KPI’s are met

• Ensure compliance with company policies and external regulations

• Complete cross-training to support team coverage

• Professionally represent Expeditors to our customers, service providers, and government agencies

EXPECTATIONS :

 

• Be a knowledge expert of our technology, and drive and adopt throughout the department

• Actively seeking or is certified in industry certification

• Regularly request additional responsibilities to support the team and the department

• Spend approximately 80% of their time in direct operations and 20% on development and training

• Continually identify areas to improve efficiency

• Achieve standard of 52 hours training per year, including all mandatory trainings

• Drive and develop customer relationships to exceed their expectations

• In conjunction with supervisor, manager, identify, develop, and mentor your number 2.

• Have a sense of urgency, be willing to help by offering solutions

• Support the manager in sales, retention, reporting, accounting, where needed.

• Ensure company credit procedures are followed and utilized effectively.

• Promote compliance policies and regulations

• Exude the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary