Customs Brokerage Supervisor

KEY RESPONSIBILITIES: Operational Excellence • Monitor compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies/requirements. • Understand department process flow, constantly looking for areas of improved efficiency. • Ensure all customers standard operating procedures are followed as per the SOP. • Ensure all Customs Authorizations are accurate • Monitor team workboards and workloads • Ensure all documentation present for archiving purposes • Allocate workloads within team to ensure smooth operations during peak activity or staff absence • Meet with local customs to discuss performance, delays, red-channels, customs developments and plans (to adapt country per country) • Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees. • Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations. • Maintain a positive relationship with the Trade Compliance Manager and support all compliance efforts and trainings. Financial Excellence • Follow up the customs guarantee for various operations • Follow up refunds with customs authorities • Follow AR report – review, delegate, chase • Ensure every account has a credit limit and check for credit extension when needed • Department P&L – review, identify areas that lack profitability Business Development Support the manger and or the sales department where needed: • Ensure all new business is transitioned correctly • Report all calls - sales and retention activities in CRM • Support with brokerage business setup and/or quotes as needed Employee Development • Identify with manager, develop and mentor your No. 2 • Ensure team meets company standards of 52 hours training per year per employee • Ensure that the new hires complete company’s mandatory training within the first 6 months • Participate in 3+1: quarterly one on ones and annual performance review with all employees • Ensure all staff and positions have job descriptions, communicate clear expectations and are working with structured development plans. • Contribute to the effective weekly department meetings with team. • Review department goals and business plan periodically with team to ensure buy-in and accountability. • Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. Customer Service • Prioritize the customer experience • Communicate regularly with customers and maintain good working relationships • Handle escalation requests from agents • All communication with customers should be professional and set an example for the team • Foster the 6 Key Elements of Customer Service within the team (Freight, Relationship, Billing, Communication, Information, Our People) • Be able to navigate difficult conversations with customers and reach a resolution • Support customers throughout the department, step in to support other teams as needed Digitization • Focus on continued process improvement and efficiencies • Promote and utilize productivity tools (process management, data default rules, macros/power queries, edoc lift, etc.) • Be open to implementing new system changes and enhancements with your team • Be involved with onboarding and suggesting system/process improvements • Set the tone of this environment within your team • Pull and customize reporting for customers Knowledge • Expeditors company policies and procedures knowledge • A good understanding of Expeditors’ products, services and systems • Strong market and competition knowledge • Good knowledge of customs brokerage process and system essential • Good knowledge of customs legislation, especially with regards to classification, valuation and origin • Understanding of ocean, transcon and air documentation process • Knowledge of air, road and ocean transport • Good knowledge of incoterms • Hazardous Materials certification (preferred) • Well rounded knowledge of the customs tariff and customs system • Working knowledge and experience of the customs regulations Skills • Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results. • Good Microsoft Office skills (Excel, Word etc.) • Pro-active, strong organizational skills • Familiarity with digitization tools • Fluent in English • Proven negotiation skills • The ability to troubleshoot and solve problems quickly and effectively • The ability to maintain a privileged relationships with the customs authorities Behaviours • Emotional resilience • Set the weather for the team • Self-reflecting and open to feedback • Initiative and ability to work in autonomy • Role model of integrity and pride for all employees • Proven leadership attitude and background Training Requirements • Meet company standards of 52 hours training per year, including as needed management/leadership training Education and Experience • 3-5 years of Customs Brokerage experience (preferred) • Licensed Customs Broker (preferred)   Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamle