Customs Manager

Kuehne + Nagel AS; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

Join a leading logistics company in Birmingham as a Customs Team Leader. You will manage a team of Customs Specialists, ensuring high service standards and compliance. This role emphasizes collaboration, continuous improvement, and exceptional customer service. Enjoy benefits like a pension plan and employee assistance programs.

Benefits

Pension Plan

Employee Assistance Programme

Discounts and Recognition

Qualifications

• Strong knowledge of customs brokerage processes and compliance standards.
• Proven leadership and performance management skills.

Responsibilities

• Lead a team of Customs Specialists and collaborate with the Global Services Team.
• Identify, classify, and resolve issues while ensuring compliance.

Skills

Leadership

Customer Service

Analytical Skills

Problem Solving

Communication

Job description

Join our amazing team in Birmingham!

Your Role

This role manages a UK-based team of Customs Specialists, focusing on delivering exceptional customer service within a compliant and structured framework. Responsibilities include resolving issues efficiently, enhancing processes, and maintaining high service standards aligned with client expectations and regulatory requirements. The role fosters clear communication and collaboration across teams to ensure a seamless customer experience and drive continuous improvement.

Your Responsibilities

• Lead a team of Customs Specialists in the UK and collaborate closely with the Global Services Team.
• Operate within defined processes, procedures, service level agreements, and Standard Operating Procedures, ensuring high customer service levels and compliance with AEO accreditation.
• Identify, classify, and resolve issues and exceptions.
• Prevent future exceptions through root cause analysis, process improvement, training, and automation.
• Manage escalations with a clear process in place.
• Track exceptions, report on trends, and identify areas for improvement.
• Communicate with key stakeholders to ensure awareness of issues, resolutions, and process changes.
• Support and lead a highly engaged, high-performing team alongside line management and leadership responsibilities.

Your Skills and Experiences

• Strong knowledge of customs brokerage processes, compliance standards, and regulatory procedures.
• Proven leadership and performance management skills, with the ability to foster collaboration and a high-performing team culture.
• Exceptional customer service orientation, commercial awareness, and account management experience.
• Skilled in root cause analysis, escalation management, and implementing corrective and preventative actions.
• Experience driving continuous improvement using Lean methodology or similar frameworks.
• Advanced analytical skills, including reporting, data interpretation, and trend analysis.
• Excellent communication, stakeholder management, and expectation-setting abilities.
• Highly organized, adaptable, detail-oriented, with strong problem-solving and time management skills.

Good Reasons to Join

If you wish to become a valued member of our team, we offer rewarding benefits including participation in the contributory Kuehne+Nagel pension plan and our Route 2 Rewards scheme, which includes discounts, recognition, and wellbeing resources. We support our colleagues and their immediate families through our employee assistance programme, providing 24/7 GP, legal, financial advice, and mental health counselling. As a Gold Covenant holder, we are a forces-friendly employer recognizing the skills and value service leavers bring to our organization.