Customs Manager

C.H. Robinson is seeking a Customs Manager to play a pivotal role in ensuring the seamless execution, oversight, and strategic direction of our customs brokerage operations. In this role, your primary focus will be on coaching, planning, leading, and directing the performance of our operational business units within the customs brokerage realm. We are looking for someone with exceptional organization, leadership, talent development, customer service, and relationship-building skills.If you're ready to take on a challenging yet rewarding role where your leadership and strategic skills will make a significant impact, apply today, and join C.H. Robinson in driving excellence in customs brokerage operations!

At C.H. Robinson, we’re firm believers in the power of in-person collaboration to fuel innovation and propel success. In this role, you will engage with peers on-site 3-4 days a week, igniting creativity and driving impactful results. With the flexibility for remote work the rest of the time, this role strikes the perfect balance between teamwork and autonomy. 
 

Responsibilities:

• Lead recruitment, onboarding, and continuous development of top-notch Customs brokerage talent, including the establishment and management of a senior entry writer development program 

• Draft client advisories on relevant trade, market, and regulatory updates, contributing to monthly product updates and providing guidance to brokerage employees in responding to challenging customer scenarios and complex government inquiries such as U.S. Customs and Border Protection (CBP) priority trade issues

• Oversee monthly balanced scorecard of operations line performance, collaborate with branch leadership for effective problem resolution and process improvement, and participate in pricing and process negotiations

• Design, control, and maintain the playbook for successful Customs brokerage operations service delivery, setting personalized objectives for operations line supervisors

• Build key relationships with brokerage clients, origin counterparts, and destination partners vital to our clients' transportation and supply chain success, ensuring optimal customer service satisfaction by adhering to Service Level Agreements (SLA) and troubleshooting complex scenarios

• Act as a primary liaison with importers, ensuring timely and accurate entry submission to CBP and other government agencies and facilitate quarterly business intelligence updates to share impactful insights on import program

• Mentor employees in delivering quality business reviews encompassing broker instruction, HTS database verification, change management, and customs brokerage business reviews, while supporting sales efforts as needed by the Customs product leader

• Address and resolve issues with airlines, steamship lines, ports/CFS, outside forwarders/brokers while collaborating with the global operations team to implement continuous improvements

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications: 

• High School Diploma or GED equivalent 

• 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

• Strongly recommended to be pursuing or have an Active Customs Broker License

• 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

• Demonstrated excellence in operations management performance

• Understanding of financial statements and key performance metrics

• Track record of building strong customer relationships

• Site Specific:  Additional European language (regional languages)

• Values a diverse and inclusive work environment