Manager Customs

**C.H. Robinson is one of the largest freight forwarders in the world today. Our culture is driven by our people, process and technology. We promote an **atmosphere rich in customer focused execution and entrepreneurial spirit, where creative people share ideas and take ownership in the success of their career and the team. We take care of our people and help them grow.**

**Our dynamic and ever evolving team is looking for a Customs Manager**.**

**This role will be accountable for quality execution, oversight, and overall direction of activities related to customs brokerage operations. They will spend the majority of their time coaching, planning, leading, and directing the performance of the customs brokerage product’s operational business units. The Customs Manager must possess excellent organization, leadership, talent development, customer service, and relationship-building skills to be successful in this role.**

**Location**:
Role based in our Mascot, Sydney office. Flexible, hybrid (working at home and in office) working arrangement available.

**Applications**:
To apply, please submit your cover letter and resume.

**Duties and Responsibilities**:
The duties and responsibilities of this position consists of, but are not limited to the following:
**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
- 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 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 relevant 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, 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