Customs Brokerage Manager – Medley – USA


  • Instill professionalism, ensure adherence to policy and procedures, and encourage consistency of processes
  • Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct reports
  • Educate employees in CBP priority trade issues and other current events impacting the trade community
  • Share industry news, department changes, and process updates
  • Provide guidance to brokerage employees on how to respond to challenging customer scenarios and complex government inquiries
  • Maintain monthly balanced scorecard of operations line performance
  • Collaborate with branch leadership teams to deliver effective problem resolution and process improvement
Customer Service
  • Uphold our customer service level agreements(SLA) to provide brokerage clients with the utmost satisfaction
  • Develop relationships with brokerage clients, origin counterparts, and destination partners critical to the success of our clients’ transportation and supply chain systems
  • Confirm effective process execution and timely, accurate invoicing for services rendered
  • Troubleshoot and design solutions for challenging customer scenarios
  • Assign and ensure proper setup for new business onboarding into Customs brokerage operations process
  • Utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance
  • Manage and revise best practice and SOP materials and review with business units semi-annually
  • 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 recent Customs brokerage experience
  • Minimum 3 years of direct people management experience
  • Ability to travel up to 10% (domestically and internationally)

Preferred Qualifications

  • Active Customs Broker License
  • 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

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C.H. Robinson

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