Customs Brokerage Lead Agent

Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Responsibilities

• Ensure smooth and timely clearance process flow.
• Ensure all customers’ standard operating procedures are followed as per the SOP.
• Ensure accurate and timely data entry into our operating system.
• Monitor shipment reports to ensure total customer satisfaction.
• Support the Supervisor in allocating workloads, monitoring workboards to ensure internal KPI’s are met (e.g., timely keying).
• Build and maintain strong relationships with customers and governmental customs organizations.
• Assist the manager and supervisor in timely responding to requests for information and with market‑competitive pricing matching the scope of service required by the customer.
• Assist in retention calls and complete customer reviews with regular customers to document in the CRM.
• Monitor customs refunds by customs authorities utilizing BNP report where needed.
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
• Mentor agents and maintain a positive attitude within the team.
• Allocate workloads within the team to ensure smooth operations during peak activity or staff absence.
• Promote productivity tools within the team (e.g., using RAFT, expo customs).
• Be open and positive to implementing new system changes and enhancements with the team.

Physical Demands

• Use of standard office equipment – computer with keyboard and mouse, phone, fax/copy/scan machine, etc.
• Write with pencil/pen/marker.
• Functions performed primarily while seated at a desk.

Key Performance Expectations

• Exceptional Customer Service – exceeds customer expectations by anticipating, understanding, and meeting needs; proactive problem solving and escalation when necessary; builds rapport and exhibits empathy.
• Job Execution – consistently completes quality work that matches job expectations; committed to operational excellence and continuous improvement; compliance with company policies, procedures, code of conduct, and government regulations.
• Reliability – consistently meets deadlines; punctual; organized; manages time effectively and prioritizes.
• Collaboration – willingly accomplishes own responsibilities and assists others without prompting; works harmoniously with superiors and coworkers.
• Communication – listens effectively and communicates verbally and in writing professionally; provides relevant and timely information; answers phone calls and responds to voicemails, emails, and other communications per Expeditors' standards.
• Culture – exhibits and promotes Expeditors’ ten cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
• Personal Growth and Development – participates in at least 52 hours of relevant training per year; completes required training promptly; pursues professional development goals and participates in a development plan.

Product Agent Performance Expectations

• Timely and Accurate Shipment Processing – ensures smooth and timely freight process flow according to operational procedures; follows customer SOPs and proactively notifies customers of issues; consistently meets KPI standards.
• Timely and Accurate Data Entry – ensures accurate and timely entry into operational systems; monitors exception reports for quick data integrity resolution.
• Timely and Accurate Billing and Accounting – invoices customers the expected charges timely and accurately; properly provisions service provider charges to avoid reserves; follows proper credit approval processes to minimize risk.

Qualifications

• Global logistics industry knowledge.
• Good computer skills (e.g., MS Excel, MS Word).
• Fluent in English.
• Good knowledge of customs brokerage process and system (essential).
• Good knowledge of Incoterms.

Benefits

• Paid Vacation, Holiday, Sick Time.
• Health Plan – Medical.
• Life Insurance.
• Employee Stock Purchase Plan.
• Training and Personnel Development Program.
• Growth opportunities within the company.
• Employee Referral Program Bonus.

Pay

Salary: $60,000 – $65,000 per year.