Manager Customs
C.H Robinson

Middleburg Heights, Ohio


The Manager Customs will be accountable for quality execution, oversight, and overall direction of activities related to customs brokerage operations. They will spend the majority of their time coaching, planning, leading, and directing the performance of the customs brokerage product's operational business units. The Manager Customs must possess excellent organization, leadership, talent development, customer service, and relationship-building skills in order to be successful in this very demanding position.

Our combination of work from home and work in office puts you in the driver's seat to best navigate all that your busy life demands. To ensure you have what you need to be successful, we provide an in-person onboarding process.

after that, you are all set to work remotely a few days per week.

Responsibilities:

Leadership:

  • Promote a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction
  • Instill professionalism, ensure adherence to policy and procedures, and encourage consistency of process
  • Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct line reports
  • Play major role in recruitment, onboarding, and continuous development of best in class Customs brokerage talent
  • Provide individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews
  • Establish and maintain a senior entry writer development program
  • Set the example for others to follow regarding knowledge and application of U.S. Customs brokerage
  • Educate employees to have deeper discussions with clients regarding CBP priority trade issues and other current events impacting the trade community

Communication:

  • Share industry news, department changes, and process updates
  • Contribute to monthly internal product update publications
  • Draft client advisories on relevant trade, market, and regulatory updates
  • Provide guidance to brokerage employees on how to respond to challenging customer scenarios and complex government inquiries

Strategy:

  • Maintain monthly balanced scorecard of operations line performance
  • Participate in pricing and process negotiations
  • Collaborate with branch leadership teams to deliver effective problem resolution and process improvement
  • Set quantitative, qualitative, and personalized objectives for operations line supervisors
  • Design, control, and maintain the playbook for successful service delivery of Customs brokerage operations

Customer Service:

  • Uphold our customer SLA (service level agreements) to provide brokerage clients with the utmost satisfaction
  • Serve as a role model in developing relationships with brokerage clients, origin counterparts, and destination partners critical to the success of our clients' transportation and supply chain systems
  • Partner with importers to ensure timely and accurate entry submission to CBP and other government agencies
  • Utilize tools to confirm effective process execution and timely, accurate invoicing for services rendered
  • Support the facilitation of quarterly business intelligence updates for importers along with relevant stories impacting their import program
  • Mentor employees to deliver quality business reviews of broker instruction, HTS database verification, change management regarding government policies and procedures
  • Conduct Customs brokerage business reviews and support sales efforts, as needed by the Customs product leader
  • Troubleshoot and design solutions for challenging customer scenario

Operations:

  • Maintain Customs product's master pricing and account assignment libraries
  • Assign and ensure proper setup for new business onboarding into Customs brokerage operations process
  • Mitigate operating expenses by actively managing resources against activity forecasts
  • Utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance
  • Quickly and effectively resolve issues with airlines, steamship lines, ports/CFS, outside forwarders/brokers
  • Monitor and maintain control over accounts receivable/account payable
  • Manage and revise best practice and SOP materials and review with business units semi-annually
  • Confirm that the Supervisors and Customs Entry Writers have the tools, time, and support they need to successfully service the customers
  • Identify opportunities to utilize global operations team to deliver continuous improvement exercises that strengthen the customer relationship and improves efficiency
  • Perform scheduling for weekend operations and on-call business needs
  • Responsible for quality performance against recordkeeping, database, and importer/broker instruction standards
  • Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

  • High School Diploma or GED
  • Active Customs Broker License
  • Minimum 5 years of recent Customs brokerage experience
  • Minimum 3 years of direct people management experience
  • Ability to travel up to 10% (domestically and internationally)

Preferred Qualifications:

  • Bachelor's degree from an accredited college or university
  • Proven flexibility & adaptability to product and customer needs
  • Active participation in local port trade organizations, CBP seminars, and other trade events
  • Time management and organizational skills
  • High emotional intelligence, situational leadership, and coaching techniques
  • Excellent written & verbal communication skills
  • Demonstrate strong operations management performance
  • Understanding of financial statements and key performance metrics
  • Track record of building strong customer relationships
  • Values a diverse and inclusive work environment

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

We are proud to offer a top-tier benefits package, including medical, dental, vision, life and disability insurance, prescription drug coverage, paid parental leave, paid holidays and paid time off (PTO), 401K, employee stock purchase plan, as well as a broad range of career development opportunities.

About C.H. Robinson


From the produce you buy, to the water you drink, C.H. Robinson delivers products to people all around the globe. We are one of the world's largest 3rd party logistic providers. Join our diverse team to innovate, solve problems, have fun and thrive.



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