Customs Operations Manager

Customs Operations Manager

The Customs Brokerage Manager is responsible for leading and managing day-to-day customs clearance operations at both air and sea ports. This role ensures full compliance with customs regulations, timely cargo movement, high-quality customer service, and efficient coordination with internal teams, government agencies, carriers, and clients. The manager will oversee brokerage staff, maintain operational accuracy, and drive continuous improvement in processes and service levels.

Key Responsibilities

1. Operations Management

Oversee end-to-end customs clearance operations for air and sea freight (import / export / transshipment).

Ensure timely preparation, submission, and follow-up of entries, declarations, permits, and supporting documents.

Monitor shipment milestones to minimize delays and ensure on-time cargo release.

Manage daily allocation of workload, staffing, and resource planning.

Handle escalations related to holds, examinations, or regulatory issues.

2. Compliance & Regulatory Control

Ensure 100% adherence to customs laws, tariff classifications, valuation rules, duty / tax regulations, and country-specific requirements.

Maintain up-to-date knowledge of customs policies, free trade agreements, HS codes, and trade compliance standards.

Conduct internal audits to ensure documentation accuracy and compliance with company SOPs.

Liaise with customs authorities, port officials, and other regulatory agencies (e.g., quarantine, security, port health).

3. Team Leadership

Supervise, train, and mentor customs brokers, entry writers, coordinators, and documentation staff.

Establish performance goals, conduct evaluations, and support skill development.

Foster a culture of accountability, accuracy, and customer-focused service.

4. Customer & Stakeholder Coordination

Serve as the primary point of contact for key customers regarding customs-related inquiries.

Clarify documentation requirements and provide guidance on import / export compliance.

Resolve operational issues affecting client shipments and ensure service quality.

Work closely with operations, warehouse, transportation, and customer service teams.

5. Process Improvement

Develop and implement process enhancements to improve efficiency, reduce errors, and minimize clearance delays.

Utilize digital tools and customs systems to streamline workflow.

Track KPIs such as clearance time, accuracy rate, customer satisfaction, and compliance performance.

6. Reporting & Documentation

Prepare daily / weekly / monthly reports on clearance status, exceptions, cargo on hold, and team performance.

Maintain records in accordance with customs and company documentation requirements.

Support audits, compliance reviews, and key account meetings.

Qualifications & Requirements

Education & Experience

Bachelor’s degree in logistics, supply chain, international trade, or a related field.

10–15 years of customs brokerage or clearance operations experience; at least 2–3 years in a supervisory or managerial role.

Valid customs broker license / certification.

Skill Sets

Strong knowledge of HS classification, customs valuation, duty calculation, trade agreements, and import / export regulations.

Experience with customs systems (e.g., EDI platforms, ASYCUDA, ACE / AES, or country-specific portals).

Proficiency with Microsoft Office and logistics management software.

Excellent leadership, communication, and team-management capabilities.

High attention to detail and strong analytical / problem-solving skills.

Ability to work under pressure and manage multiple deadlines.

Customer-service orientation with professionalism in handling escalations.