C.H. Robinson is looking to fill a Manager Customs position. In this role you will be accountable for quality execution, oversight, and overall direction of activities related to customs brokerage operations. You will spend the majority of your time coaching, planning, leading, and directing the performance of the customs brokerage product’s operational business units. You must possess excellent organization, leadership, talent development, customer service, and relationship-building skills in order to be successful in this very demanding position. Does this sound like you? Grow your career with us at C.H. Robinson!

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 

Required Qualifications:

High School Diploma or GED

Minimum 5 years of customs brokerage experience

Minimum 2 years of experience leading and managing teams

Ability to travel up to 10% (domestically and internationally)

Preferred Qualifications:

Bachelor’s degree from an accredited college or university

Advanced proficiency in Microsoft Office Suite of programs

Proven flexibility & adaptability to product and customer needs

Active participation in local port trade organizations, CBP seminars, and other trade events

Strong time management and organizational skills

Strong understanding of financial statements and key performance metrics

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

We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience.

Compensation Range

$71,800.00 - $149,200.00

The base pay range displayed on each job posting reflects the minimum and maximum base pay for the position across all U.S. locations. Your individual base pay within this range is determined by work location, which takes into account geographic cost of labor, and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more details about the specific base pay for your location. Compensation details listed in this posting reflect the base pay only and do not include additional variable compensation.

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

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

Your Health, Wealth and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

Two medical plans (including a High Deductible Health Plan)

Prescription drug coverage

Enhanced Fertility benefits

Flexible Spending Accounts

Health Savings Account (including employer contribution)

Dental and Vision

Basic and Supplemental Life Insurance

Short-Term and Long-Term Disability

Paid and floating holidays

Paid time off (PTO)

Paid parental leave

Paid time off to volunteer in your community

Charitable Giving Match Program

401(k) with 6% company matching

Employee Stock Purchase Plan

Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTURE page.