Senior Customs Brokerage Agent

Summary Description:

The Senior Customs Brokerage Agent is a key operational and technical resource within the U.S. Import Brokerage team. This role combines customer account management, customs brokerage expertise, mentoring, compliance support, and process improvement. The successful candidate will serve as a subject matter expert, trusted customer advisor, and mentor while helping drive operational excellence and a positive team culture.

Key Responsibilities

• Manage a portfolio of import brokerage accounts of varying size and complexity.

• Serve as the primary point of contact for customers on brokerage operations, compliance requirements, and service-related issues.

• Support onboarding and implementation of new brokerage accounts.

• Communicate with U.S. Customs and Partner Government Agencies (PGAs) regarding examinations, holds, releases, and regulatory requirements.

• Act as a liaison between Compliance and Operations by translating regulatory requirements into practical operational guidance.

• Mentor and train Customer Service Representatives on brokerage processes, customer service, and compliance-related procedures.

• Partner with analysts and operational teams to drive process improvements, create templates, improve data quality, and increase efficiency.

• Maintain and update SOPs, rate schedules, process documentation, and account-specific work instructions.

• Support timely resolution of debits, credits, and other account financial activities.

• Serve as a resource for troubleshooting complex brokerage transactions and operational challenges.

Position Allocation

• 50-75% Customer Account Management and Brokerage Operations

• 25-50% Mentoring, Training, Process Improvement, Customer Onboarding, and Departmental Leadership Initiatives

What Success Looks Like

The Senior Customs Brokerage Agent is recognized as:

• A trusted advisor to customers.

• A technical expert for complex brokerage matters.

• A bridge between Compliance and Operations.

• A mentor who develops future brokerage talent.

• A collaborative leader who strengthens team culture and drives continuous improvement.