Customs Brokerage Agent

Job Description

Scope of Position: 

To ensure the proper and timely clearance and release of consignments, while providing an exceptional customer service within the Customs Brokerage department.

Also required are excellent oral and written communication skills and a proven history of providing exceptional customer service at all levels.

Attention to detail is essential to be successful within this role. Our work environment is team oriented and very fast paced; therefore, a strong candidate must have excellent interpersonal, organizational & time management skills in addition to the professional attitude that exemplifies the Expeditors culture.

Major Duties and Responsibilities: 

Operations:

• Ensure customer specific DLSOP (Desk Level Standard Operating Procedure) are utilised in conjunction with consignments documentation and data to fulfill government agencies & our customers’ requirements.
• Verify that all documentation received for customs purposes are compliant and correct and retained within our document retention system.
• Transpose customs declaration information from documents, or other sources into the customs entry system to allow for the timely build of a valid customs declaration.
• Track and trace Customs files via your assigned work board. 
• Ensure timely customs submission and release of all customs entry types, for all modes of transport to the UK, in line with our KPI’s
• Ensure accurate and timely client billing.
• Interact with customs authorities to address any issues/questions that may arise during the clearing process. 
• Act as the liaison between the customs authorities (or other government agencies and customers)
• Attend any customs inspections & present documentation to customs authorities where required
• Contribute to maintain strong relationships with customs officers & our customers.
• Ensure compliance at all times to all external and internal policies and regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations.
• Understand the department process flow, constantly looking for areas of improved efficiency.
• Keep up to date on all regulatory requirements governing the import and export of goods.  This includes but is not limited to customs procedures for imports and exports, other government agency requirements i.e. health, agricultural, police and military, export controls and prohibited and restricted goods. Meet KPI standards, as per the company’s procedures.
• Overseas communications, timely responses to emails and requests (internal and external)
• Escalation of problems to Management when necessary

Expeditors Key Performance Expectations

Exceptional Customer Service:

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

Job Execution: Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations.

Reliability: Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

Collaboration: Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay. · Communication: Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards. · Culture: Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. · Personal Growth and Development: Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.

Performance Expectations

 Timely and Accurate Shipment Processing :Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures. ·

Timely and Accurate Data Entry: Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution. ·

Timely and Accurate Billing and Accounting: Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.

Personal Development:

• Meets company standards of 52 hours training per year per employee.
• Attend training classes when required.
• Complete mandatory training when required.

Culture:

• Adhere to the company’s 10 cultural attributes:  Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humour, and Visionary.

Qualifications

Skills:

• Positive and willing to help attitude
• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Pro-active, strong organisational skills.
• Good computer skills (Excel, Word, PowerPoint).