Customer Service

Pefna Sa De Cv; Región Centro; On-site; MXN 300,000 - 420,000; Full time

Job summary

Expeditors seeks a Customs Broker to ensure smooth, timely movement and clearance of freight while delivering exceptional customer service within the Customs Brokerage department. You will work to meet client instructions and regulatory requirements across import and export shipments.

The role emphasizes deep knowledge of customs procedures, accurate data entry, and proactive problem solving to maintain compliance and service excellence across global shipments.

Qualifications

• Good knowledge of customs brokerage process and system essential.
• Good knowledge of customs legislation, especially with regards to classification, valuation and origin.
• Understanding of ocean, transcon and air documentation process.
• Knowledge of air, road and ocean transport.
• Good knowledge of incoterms.
• Hazardous Materials certification (preferred).

Responsibilities

• Ensure smooth and timely customs process flow.
• Ensure accurate and timely client billing.
• Understand all elements of the import and export customs DLSOP and interpret this information to fulfill customers' instructions.
• Ensure accurate and timely data entry into our operating system.
• Transpose customs declaration information to build a valid customs declaration.
• Assist with verification of customs declaration and submission to customs authorities.
• Track and trace Customs files.
• Interact with customs authorities to address issues during clearance.
• Attend inspections and present documents to authorities.
• Act as liaison between authorities and customers.
• Ensure timely customs clearance of cargo for imports/exports.
• Verify documents for compliance.
• Interact with customers to arrange international shipments.
• Maintain strong relationships with customs officers.
• Ensure compliance with regulations and policies.

Skills

Customer service

Proactive problem solving

Reliability

Collaboration

Communication

Job description

Expeditors is a global leader in logistics, providing seamless supply chain solutions to meet the complex demands of international trade. Headquartered in Seattle, Washington, we operate in over 350 locations across six continents, employing 19,000+ professionals. Our success is built on a culture of professionalism, leadership, and innovation.
Job Description
SUMMARY DESCRIPTION:
Ensure the proper and timely movement and clearance of freight, while providing an exceptional customer service within the Customs Brokerage department.
KEY RESPONSIBILITIES:
EXPEDITORS CORE COMPETENCIES
Exceptional Customer Service
Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers.
This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).
Job Execution
Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations.
Reliability
Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.
Collaboration
Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.
Communication
Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and respond to voicemails, emails and other communication according to Expeditors' standards.
Culture
Exhibits and promotes the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
Personal Growth and Development
Participates in training within the company's guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.
AGENT CORE COMPETENCIES
Timely and Accurate Billing and Accounting
Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.
Timely and Accurate Data Entry
Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution.
Timely and Accurate Shipment Processing
Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures.
Responsibilities:
+ Ensure smooth and timely customs process flow.
+ Ensure accurate and timely client billing.
+ Understand all the elements of the import and export customs DLSOP (Desk Level Standard Operating Procedure) and correctly interpret this information to fulfill our customers' instructions and expectations.
+ Ensure accurate and timely data entry into our operating system.
+ Transpose customs declaration information from documents, or other sources into the customs entry system to allow for the build of a valid customs declaration.
+ Assist with verification of customs declaration information and the submission of such to the customs authority.
+ Track and trace Customs files.
+ Interact with customs authorities to address any issues/questions that may arise during the clearing process.
+ Attend any customs inspections or present documents to customs authorities when such are requested.
+ Act as the liaison between the customs authorities (or other government agencies and customers)
+ Ensure timely customs clearance of cargo to customer for Import and Export shipments.
+ Verify documents received for Import and Export customs purposes are compliant and correct.
+ Interact with our customers in arranging their international shipments, meeting customer service standards.
+ Contribute to maintain strong relationships with customs officers.
+ Ensure compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations (eg. OEA) or customer policies / requirements.
+ Understand department process flow, constantly looking for areas of improved efficiency.
+ Keep up to date on all regulatory requirements governing the import and export of goods. This includes but is not limited to customs procedures for imports and exports, other government agency requirements i.e. health, agricultural, police and military, export controls and prohibited and restricted goods. Meet KPI standards, as per the company's procedures.
+ Overseas communications, timely responses to emails and requests (internal and external)
+ Escalation of problems to Management when necessary
+ Meets company standards of 52 hours training per year per employee.
+ Attend training classes when required.
+ Complete mandatory training when required.
+ Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
+ Adhere to the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
Knowledge:
+ Good knowledge of customs brokerage process and system essential
+ Good knowledge of customs legislation, especially with regards to classification, valuation and origin
+ Understanding of ocean, transcon and air documentation process
+ Knowledge of air, road and ocean transport
+ Good knowledge of incoterms
+ Hazardous Materials certification (preferred)
Skills:
+ Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and