Ciudad de México

SUMMARY DESCRIPTION:
The Customs Brokerage – Glosa Supervisor is responsible for overseeing the accurate and timely preparation, review, validation and payment of customs entries, while ensuring compliance with applicable customs regulations, internal procedures and customer requirements.
This position leads the Glosa and Pedimentos team, allocates workloads, monitors operational performance, reviews customs documentation and provides technical guidance on classification, valuation, origin and customs entry requirements. The Supervisor supports the Customs Brokerage Manager in the effective management of operations, people, systems, financial controls, compliance and customer service.
The role is also responsible for identifying operational risks and errors before customs entry payment, driving process improvements and developing team members to ensure consistent service quality and business continuity

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.
SUPERVISOR CORE COMPETENCIES
Glosa and Pedimento Operations
Supervise the creation, review, validation and payment of customs entries in the applicable customs system.
Ensure that customs entries are prepared accurately and within the required timeframes.
Review customs entries and support commercial documentation before payment.
Verify tariff classification, customs valuation, country of origin, Incoterms and applicable regulations.
Identify and coordinate the correction of errors or discrepancies before customs entry payment.
Supervise the preparation and validation of the required calculation worksheets in the customs system.
Verify that import and export documentation is complete, accurate and compliant with customs requirements.
Monitor customs files and ensure proper tracking and tracing throughout the clearance process.
Ensure all required documentation is available for operational, compliance and archiving purposes.
Provide technical guidance to the Glosa and Pedimentos team regarding complex customs entries or documentation issues.
Escalate significant operational, regulatory or customer-related issues to the Customs Brokerage Manager.
Ensure the smooth and timely flow of the customs clearance process.
Operational Excellence
Monitor the department’s operational flow and identify opportunities to improve efficiency, accuracy and customer service.
Ensure customer standard operating procedures and Desk Level Standard Operating Procedures are followed.
Monitor operational reports and performance indicators to identify delays, errors, exceptions and areas requiring corrective action.
Conduct periodic audits of customs entries and files to verify accuracy, completeness and regulatory compliance.
Monitor team capacity and productivity and allocate workloads according to operational priorities.
Ensure adequate coverage during peak activity periods, vacations and employee absences.
Support the implementation of corrective and preventive actions resulting from operational audits or identified errors.
Promote continuous improvement and standardization of Glosa and Pedimentos processes.
Participate in the implementation of new operational systems, process changes and system enhancements.
Promote the appropriate use of productivity tools, customs databases, document-management tools and reporting systems.
Compliance
Ensure compliance with applicable customs legislation, government regulations, customer requirements and internal company policies.
Monitor compliance with Operational Process Standards and other established customs procedures.
Promote a culture of compliance, integrity and accountability within the team.
Maintain continuous team awareness and understanding of relevant policies, procedures and regulatory changes.
Support customs and compliance audits by ensuring that files and supporting documentation are complete and accessible.
Maintain a positive and collaborative relationship with the Trade Compliance Manager.
Support required compliance training and ensure that identified compliance actions are completed.
Immediately communicate significant compliance risks or potential violations to management.
Ensure customs files are audited in accordance with applicable authorized economic operator requirements.
People Management and Development
Properly onboard new employees and communicate clear performance and job expectations.
Assign and balance workloads to ensure timely and accurate operations.
Provide regular, timely, accurate and constructive feedback to team members.
conduct regular one-on-one meetings with employees.
Participate in employee performance reviews in coordination with department management.
Identify competency or technical knowledge gaps and support the creation of employee development plans.
Coach and mentor employees in customs entry review, documentation requirements, compliance and customer service.
Identify and develop a capable backup for critical supervisory and technical responsibilities.
Ensure team members complete required and mandatory training within the established timeframes.
Ensure each employee completes at least 52 hours of relevant training per year.
Promote employee engagement, teamwork, accountability and trust.
Conduct effective team meetings to review priorities, operational performance, departmental goals and compliance updates.
Support succession planning and employee growth within the department.
Customer Service
Ensure customers receive accurate, timely and professional service.
Anticipate customer requirements and proactively address operational concerns.
Enforce compliance with customer-specific operating procedures and instructions.
Ensure customers are notified promptly of customs delays, documentation discrepancies or other issues that may affect clearance.
Support customer retention and business-transition activities as required.
Participate in customer calls and meetings when technical customs knowledge or operational support is required.
Build and maintain effective relationships with internal customers, external customers, service providers and overseas offices.
Respond to internal and external emails and operational requests within the expected timeframes.
Escalate critical customer issues and support their resolution.
Financial and Administrative Controls
Ensure customs entries and related charges are processed and billed accurately and on time.
Verify that service-provider charges are properly recorded and provisioned.
Support the review of billing activity, accounts receivable and customs-related financial transactions.
Follow established credit-approval processes to minimize financial risk.
Support the monitoring of customs guarantees, refunds and other customs-related financial matters.
Assist the Customs Brokerage Manager with the review of department expenses, profitability and cost-saving opportunities.
Identify operational errors that could result in penalties, additional costs, billing discrepancies or financial exposure.
Ensure accurate and timely operational data entry in company systems.
Communication and Collaboration
Communicate clearly and professionally with team members, customers, customs authorities, service providers and other offices.
Provide relevant and timely information to all parties involved in the customs process.
Collaborate with Operations, Customer Service, Finance, Sales and Trade Compliance teams.
Maintain professional working relationships with customs authorities where required.
Support management in discussions related to customs performance, delays, inspections, regulatory developments and operational plans.
Encourage collaboration and provide support to other team members and departments when needed.
KNOWLEDGE, SKILLS AND BEHAVIOURS :
Knowledge :

• Strong knowledge of customs brokerage processes and customs systems.
• Strong working knowledge of customs regulations.
• Knowledge of tariff classification, customs valuation and country-of-origin requirements.
• Knowledge of import and export documentation.
• Understanding of air, ocean and road transportation processes.
• Knowledge of Incoterms.
• Understanding of customer-specific operating procedures and customs documentation requirements.
• Knowledge of internal operational standards, policies and compliance requirements.
• Knowledge of customs tariffs and applicable customs systems.
• Knowledge of authorized economic operator requirements is preferred.
• Hazardous Materials certification is preferred where applicable.

Skills :

• Proven leadership, coaching and team-development skills.
• Strong analytical and problem-solving abilities.
• Excellent attention to detail.
• Strong organizational and time-management skills.
• Ability to allocate workloads and manage competing operational priorities.
• Ability to work effectively under pressure.
• Effective written and verbal communication skills.
• Strong interpersonal and collaboration skills.
• Ability to identify customs-entry errors and coordinate their correction.
• Ability to troubleshoot operational issues quickly and effectively.
• Good negotiation skills.
• Good computer skills, including Microsoft Excel, Word and PowerPoint.
• Experience using customs brokerage and operational systems.
• Fluent English.
• Schedule flexibility according to operational requirements.

Behaviours :

• Demonstrates integrity, professionalism and accountability.
• Maintains a positive and solution-oriented attitude.
• Takes initiative and works with appropriate autonomy.
• Remains open to feedback and continuous improvement.
• Demonstrates resilience in a high-volume operational environment.
• Acts as a role model for compliance, quality and customer service.
• Supports colleagues and promotes effective teamwork.
• Demonstrates pride in delivering accurate and compliant customs operations.

Training Requirements:

• Meet company standards of 52 hours training per year, including as needed management/leadership training

Education and Experience:

• 2 years of industry specific qualification (country specific)