Brokerage Assist Specialist

Join a Fortune 500 global organization, explore innovative opportunities, and experience a rewarding culture while collaborating with talented teams to help you grow every day. We need skilled and passionate individuals to lead UPS into a brighter future—if you have the drive to lead yourself or a team, we offer roles to develop your skills and elevate your career.

About the role

The Brokerage Customer Support Specialist supports customer accounts by analyzing and responding to customer requests, resolving issues, conducting research, preparing reports, and identifying account penetration opportunities. This role reviews rates, tracks shipments and orders, prepares reports, updates customer files and profiles, maintains ongoing customer relationships, assists with customer setups, and provides service failure recovery management. Travel to customer locations for business and quality reviews may be required.

The Brokerage Customer Support Specialist (Brokerage Assist Agent) drives successful customer implementation and strengthens long-term relationships by ensuring a smooth, proactive onboarding experience for new customers. This includes enabling customer readiness, validating brokerage setup, and establishing shipment monitoring and exception management processes. The role proactively identifies and resolves customs clearance risks that may impact service performance, working closely with Account Executives, Origin and Destination Brokerage teams, and customers. It conducts root cause analysis on shipment holds and recommends compliant corrective actions or alternative solutions to mitigate risk, support timely shipment release, and reinforce customer confidence and retention.

Responsibilities

• Customer Enrolment and Profile Setup
  • Review and confirm enrolment requests from Account Executives.
  • Validate customer information and documentation for accuracy and compliance.
  • Communicate with customers to gather required documents for export/import profiles.
  • Create and maintain customer profiles, including Customer Handling Notes (CHNs).
• Welcome Call and Shipment Monitoring
  • Conduct welcome calls to introduce the Onboard Assist program and explain shipment requirements.
  • Guide customers on proactive shipment alerts for the first three shipments.
  • Monitor the first three shipments to identify potential holds or customs clearance issues.
  • Collaborate with internal Brokerage teams to resolve shipment delays efficiently.
• Proactive Customer Support
  • Identify gaps in documentation and guide/work with customers or origin & destination teams on corrective actions.
  • Communicate potential customs issues and costs during onboarding to manage customer expectations.
  • Maintain a detailed log of actions taken (through Onboard Assist Program or Brokerage Navigator) to address documentation or shipment issues.
• Monitoring and Reporting
  • Monitor customer shipments over a 12-week period to track onboarding effectiveness.
  • Document and report onboarding outcomes, trends, and resolutions to measure implementation success and support continuous improvement.
  • Prepare and present closing documents to customers summarizing activities, outcomes, and OTR (On-Time Release) performance for the monitored period.
• Collaboration and Follow-Up
  • Coordinate closely with Account Executives, Origin, and Destination teams to ensure a seamless handover and sustained customer experience post-onboarding.
  • Follow up on special cases, including shipments requiring Free Trade Agreement compliance or unique regulatory needs.
  • Assist colleagues with specialized knowledge on export/import processes when required.

Requirements

• Degree/Diploma in Business, Customs Brokerage, Logistics & Supply Chain, or related fields.
• Understanding of cross-border customs brokerage compliance, regulatory knowledge, and experience in Brokerage operations.
• Ability to work with minimal supervision, analyze and solve problems, and use excellent communication skills.
• Strong team player with remote collaboration experience.

This is a permanent position.