Brokerage Supervisor, Imports

Brokerage Supervisor leads the team to achieve flawless operational execution, developing a strong and reliable team infrastructure, technical expertise, knowledgeable and promotable personnel while constantly driving efficiency, profitability and growth supporting our Vision and Mission Statement, making our promise real to all our employees and customers.

Key Deliverables

Proactively monitor the following key metrics to achieve the expected results:

• Foster and enforces District and Department Excellence: All categories and departments above 90%, including:
  • Employee Satisfaction
    • Timely & Valuable Performance Reviews & PDP every 12 months, and 1-1s every 3 months.
    • IDM: Update all employee transfers & changes on or before official date.
    • Consistently monitor reports to ensure all team members complete 52 hours in training per year (4.33 per month).
    • Ensure timely completion of mandatory trainings by all team members.
    • For new employees, ensure the completion of boot camp and timely completion of CICS, Billing and DG imports Certification.
    • Servant Leadership mindset. Use team feedback to adapt and maximize the leadership quality and impact (Yearly Direct Report Survey).
• Perform consistently at the highest level, according to District Excellence expectation and standards (OPS, Product OPA Audit Result).
• Monitor Timely Execution and Data:
  • DXR to LOG within 3 hours.
  • LOG to ENF (2 step) within 30 minutes.
  • LOG to ESP (1 step) within 1 hour.
  • INV within 24 hours of ESP/IBB.
  • ENF to ESP within 72 hours.
  • UCE to AME within 2 days.
  • AUE – Less than 5%.
  • ADD CVD applicable back up available 100% of the time.
    • 95% all other ADD CVD requirements.
  • AUE to AUA within 48 Hours, min. 95% compliance.
  • EDE to EDA within 5 days.
  • Trade Compliance - 100%.
  • ESP no RLS follow up within 5-7 Days.
  • All CENSUS actioned within 72 hrs.
  • Monitor and ensure timely events on In-bond transactions. Proactively communicate with carriers and interested parties.

Administration and Personnel Management

• Exemplify and Teach Our Culture, Mission and Goals.
• Read, understand, and follow Code of Business Conduct, at all times.
• Follow the 10 Critical Success Factors and the ‘What’s expected of a supervisor guideline".
• Build healthy cross-functional relationship and work environment, promote team spirit and cohesiveness in the team, department and corridor.
• Ensure that every employee receives a Job Description and it’s reviewed with them.
• Engage with team members daily, conduct check-in meetings quarterly assisting them with ongoing feedback, coaching and mentoring. Any employee concerns must be addressed and escalated immediately.
• Manage and monitor employee’s working hours report, vacations and overtime.
• Maintain Top Performers list updated for EOM consideration.
• Support all Employee Satisfaction initiatives and support all employee development programs.
• Ensure that company controls, policies, procedures, processes are understood and complied by all team members and self.
• Ensure all needs and tools required are available for your team to be successful in all areas.
• Ensure that team is properly staffed, structured and organized and interview regularly.
• Be visionary as it relates to managing staff, processes and tools to be able to handle volume peaks, volume growth, or supporting other branches.
• Participate in establishing execute and update department TBP, goals and expectations and monitor the progress utilizing the establish tools.
• Identify and develop #2 and a backup.
• Identify a mentor inside of the company for further professional development.
• Own your self-development. Prepare, follow-up and execute on your personal development goals.
• Keep department clean and organized at all times. This requires constant and daily vigilance. Set the example in maintaining a neat, clean, organized and professional work area – both at your desk and in your group as a whole.

Sales and Marketing (and Growth)

• Maintain and develop relationship with current Brokerage customers.
• Support with sales, customer retention and development, and account management teams to maintain relationships with existing and new customers.
• Frequently engage with the T&I and account management teams to make certain that customer requirements are both understood and properly implemented.
• Assess customers when needed, for better understanding and optimization of the operation.
• Prepare effective customer presentations and updates when needed (Including QBRs, customer visits, workshops, operational calls, etc.).

Operations, Compliance and Customs Expertise

• Facilitate team meetings at least once a month, or as needed.
• Effectively supervise and monitor service execution within the Brokerage department, leading and assisting our relentless pursuit of efficiency and operational excellence:
  • Performance Management: Ensure oversight, including self-assessments and daily, weekly and monthly performance monitoring so that issues (root cause) are resolved proactively.
  • Exception Management: Review all exceptions to drive efficiency internally (controlled) and through interacting with our customers (uncontrolled).
  • Coordinate with Team Leads to monitor and action all operational and compliance reports, including but not limited to: INB, ENF/ESP no RLS, ENF no ESP, IAEs, AUEs, ADD CVD, EDEs, Inbond Status, CENSUS, TIB’s, Rail Status Reports, etc.
  • Actively participate in mapping and understanding department’s process flow, constantly looking for areas to improve efficiency and offer customers better cycle times and service, while improving margins.
  • Actively participate in the optimization of systems and tools and continuously improve the efficiency, productivity and quality of the service. Set the tone within your team.
  • Analyze IDMA data to ensure implementation of corrective and preventive actions.
• Make certain that specific instructions are understood at the desk level to properly process shipments and invoices. Maintain SOPs updated for all customers.
• Monitor CHB Workboard daily to identify exceptions and address any concerns as needed.
• Proactively (during T&I for new customers) ensure all accounts are set-up for success with Reporting, ES Audit Rules, Auto alerts and any other tools according to customer needs.
• Ensure that all customer’s legal documents are updated.
• Implement preventive/corrective actions to avoid post summary corrections.
• Review/Approve PSC Requests within 24 hours for a timely submission to the PSC entry team.
• Ensure proper follow up on PMA submissions to the Compliance team.
• Ensure proper use of all Expeditor systems and tools, including but not limited to EXPO Customs and Accounting, CHB Workboard, PSM, GCI tool, CFIT, E.doc/Lyft, Raft, VR, ETC.
• Make certain that files are logged correctly and timely with proper codes, trace types and events.
• Monitor and understand volume trends and/or unexpected changes. Identify root causes and recommend possible solutions.
• Ensure that all correspondence is handled timely and professionally. No e-mails should go unanswered over 24 hrs. Urgencies typically require <1 hour response. Monitor and set priorities with the team.
• Maintain highest compliance levels for all applicable Broker and PGAs requirements.
• Attend weekly and monthly CHQ Customs Product calls.
• Stay current with industry developments and regulatory changes. Communicate and educate staff to ensure proper understanding of such updates.
• Communicate any branch/department/team changes to the team via monthly team meetings.
• Escalate issues to Department Manager or Operations Manager timely when needed, including customer complaints. Be accountable. Take responsibility for the team’s actions.

Finance

• Make certain that all team members understand and comply with credit policy.
• Consistently pursue customers participation in ACH program.
• Monitor that all files are timely and correctly billed.
• Review Customer profitability (CPL) with Operations Manager and actively participate in doing Profitability Analysis and preparing strategies to improve where needed.
• Manage all billed not paid and paid not billed items for proper handling and closing (Provisions, AP).
• Support with follow up when necessary to solve customer A/R and communicate with customers regarding either late payments or invoice discrepancies.
• Ensure all rate schedule and bill locks are updated according to customer rates and billing requirements (i.e. EDI).
• Monitor and constantly work on preventing monetary losses (IE. Penalties, demurrages, etc.)

Security, Health and Safety

• Immediately inform the Branch’s Health and Safety representative of any unsafe condition that could put employees at risk in the workplace as well as any incident or accident.

To be the most effective in this position we are looking for the following skills and experience:

• Degree (preferred level): Bachelor's degree in Business Administration or equivalent convention of education and experience .
• 3+ years’ experience in Customs Brokerage .
• Has obtained U.S. Customs Brokerage License (or in process).
• Hands-on knowledge of Customs clearance function.
• Exhibit a leadership style that empowers, coaches, mentors, and fosters a cohesive team environment always prioritizing employee satisfaction.
• Strong interpersonal and communication skills, ability to communicate at all levels written and oral communication and presentations in English and Spanish.
• Customer Satisfaction oriented.
• Ability to relate and influence clients, service providers and employees at all levels.
• Strong time management skills and attention to detail.
• Problem solving and business analytical skills.
• Strong project management skills, and ability to multitask.
• Ability to complete work within standard procedures, guidelines and office policies.
• Self-driven personality and good business sense are expected.
• Strong computer skills, including knowledge of all Microsoft Office applications.
• English and Spanish fluency.
• Commitment to Exemplify our culture at all times.

All your information will be kept confidential according to EEO guidelines.