The Supervisor -Document Imaging leads a team responsible for operational excellence by organizing, planning, coordinating, and controlling team operations related to customs business. They will be responsible for timely and correct filing of entries with Customs and Border Protection and Partner Government Agencies, as well as timely release and delivery of goods to our customers. The focus of the position is to develop people, monitor performance, and support the day-to-day needs of our customers through superior operations.

Responsibilities:

Leadership Team:

• Develop team atmosphere focused on internal and external customer service and drive performance to ensure required levels of productivity and organizational objectives are met
• Select, place, and train staff and define specific job assignments within specialty teams
• Monitor and maintain working knowledge of brokerage team activity, balance capacity, and workload while seeking improvement in the process and team efficiency
• Resolution of issues that could potentially result in delayed cargo release, final delivery, or customer loss
• Work collaboratively with product management and leadership to improve, streamline, and develop processes and procedures
• P&L management team
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications
• Prioritize and delegate work. Monitor for accuracy, completeness, and efficiency
• Provide input on and / or conduct mid and year end reviews and compensation decisions
• Provide input and recommendation on staffing and forecasting decisions
• Communicate and educate employees on corporate compliance policies

Operational Management:

• Plan, implement, and supervise operations plan to ensure compliance with US Customs regulations
• Support brokerage functions such as classification, entry of goods, filing entries, customs inspections, and release of shipments
• Continuous process improvement in all areas of responsibility
• Demonstrate strong decision-making skills and ability to prioritize tasks between daily responsibilities
• Assist team with storage, ETA, Entry creation errors where required
• Adhere to a high level of operational excellence with respect to timeliness and audit KPI’s.
• Work closely with other teams and peer-managers to seek mutual benefiting process and workflows
• Develop and document operational process within team and process for interaction with other branch teams
• Document workflow of individual team members
• Actively work with management to identify, develop, and monitor metrics to measure performance of team and members

Customer Service:

• Act as the ending escalation point for customer issues
• Ensure customer SOPs are created and adhered to by employees and customers
• Collaborate with Sales and Account Management regarding potential business and implementation
• Conduct regular team meetings reviewing customer issues and current events
• Drive customer interaction on a personal level and develop relationships with carriers and clients
• Other duties or responsibilities as assigned according to the team and / or country specific requirements

Required Qualifications:

• High School Diploma or GED
• Minimum 1 year of customs brokerage experience

Preferred Qualifications:

• Leadership experience
• Bachelor’s degree from an accredited college or university
• CCS Certified
• Direct or indirect supervisory, management or leadership experience
• Demonstrated ability to lead, motivate and influence others, set a positive example, and create a productive, positive environment
• Strong written and verbal communication skills
• Strategic and creative thinking skills
• Strong problem-solving skills
• Values ​​a diverse and inclusive work environment

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The Supervisor – Document Imaging leads a team responsible for operational excellence by organizing, planning, coordinating and controlling operations related to customs affairs. He / she will be responsible for filing and entering with customs and border protection, government partner agencies, as well as releasing the timely delivery of goods to our customers. The goal of this role is to develop staff, assess performance and meet the day-to-day needs of our clients through high quality operations.

Responsibilities:

Team leadership:

• Develop a team atmosphere focused on internal and external customer service and drive performance to ensure required productivity levels and achieve organizational goals.
• Select, place and train staff and define specific tasks within teams.
• Monitor and maintain working knowledge of brokerage team activity, balancing ability and workload while seeking to improve process and team efficiency.
• Resolving issues that could potentially result in delayed cargo release, final delivery, or customer loss
• Work collaboratively with leadership and product management to improve, streamline and develop processes and procedures
• Management of profit and loss of the team
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications
• Prioritize and delegate work. Monitor accuracy, completeness and effectiveness
• Provide feedback on / or work review, mid-year reviews and perform annual reviews on compensation decisions.
• Provide information, recommendations and forecasts on staffing decisions.
• Communicate and educate employees on company compliance policies

Operational management:

• Plan, implement and oversee the operation plan to ensure compliance with U.S. customs regulations.
• Support brokerage functions such as classification, data entry, classification of goods, customs inspections and clearance of shipments.
• Continue to improve processes in all areas of responsibility
• Demonstrate strong decision-making skills and be able to prioritize tasks between day-to-day responsibilities.
• Help the team resolve storage, ETA, and entry creation errors as needed.
• Adhere to a high level of operational excellence in terms of meeting deadlines and verifications.
• Work closely with other teams and managers to seek mutually beneficial processes and workflows
• Develop and document the operational process within the team and the process of interaction with other teams in the branch.
• Document the workflow of each team member
• Actively work with management to identify, develop and control metrics to measure the performance of the team and its members.

Customer service:

• Serve as the final escalation point for customer issues.
• Ensure that customer procedural standards are created and adhered to by employees and customers
• Collaborate with Sales and Account Management regarding activity and potential implementation
• Hold regular team meetings to review customer issues and current events.
• Foster interaction with customers on a personal level and develop relationships with carriers and customers.
• Other tasks or responsibilities assigned according to team and / or country needs.

Qualifications required:

• High school diploma or GED
• Minimum (1) year of customs brokerage experience

Preferred Qualifications:

• Have leadership experience
• Bachelor’s degree from an accredited college or university
• CCS Certification
• Direct or indirect experience in supervision, management or leadership
• Demonstrated ability to lead, motivate and influence others, to set a positive example and to create a productive environment.
• Strong written and verbal communication skills
• Strategic and creative thinking skills
• Strong problem-solving skills
• You appreciate the values ​​of a diverse and inclusive workplace.

Benefits

We offer excellent benefits including medical and dental insurance, prescription drug coverage, paid time off, disability insurance, life insurance, a retirement plan, Employee Stock Purchase Plan, and the opportunity to prosper in a Fortune 500 company.

About CH Robinson

From the produce you buy, to the water you drink, CH Robinson delivers products to people all around the globe. We are one of the world’s largest 3rd party logistic providers. Join our diverse team to innovate, solve problems, have fun and thrive.