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Customs Services Center Manager

Date: 02-Feb-2019

Location: Atlanta, GA, US

Company: Panalpina

Req ID: 158617
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Professional
Location: Atlanta, GA (ATL), United States

Contract Type: Regular

Full time/Part time: Full-time

The Panalpina Group is one of the world's leading providers of supply chain solutions, combining its core products of Air Freight, Ocean Freight, and Logistics to deliver globally integrated, tailor-made end-to-end solutions. The Panalpina Group operates a global network with some 500 offices in more than 80 countries, and employs around 15,000 people worldwide.

We are looking to hire a Customs Services Center Manager to lead the Customs Clearence Department in all operational disciplines involving the entry and clearance of imported goods, making sure there is operational excellence, high productivity, and customer satisfaction while ensuring compliance with CBP (U.S. Customs and Border Protection) and related Government Agency regulatory requirements.


* Ensure compliance with CBP.

* Manage the workload to ensure timely customs clearances.

* Work with customers to improve proccesses through automation.

* Assure the local implementation of USA Area Guidelines and/or standard procedures as outlined in the company’s IMS (Integrated Management System) and k-web, and as directed by the Area Customs Clearance Manager USA.

* Assure proper information flow with sales on changes and/or problems with external customers, with specific focus on Customs Compliance.

* Ensure proper training and education of the department staff and provide adequate cross-training.

* Evaluate staff performance on a regular basis and annually through the performance appraisal process.

* Hold regular (at least once per month) meetings with the department staff.

* Visit principle customers regularly and accompany sales staff on visits, if needed, to assist with an effective Importer Compliance Implementation for key customers, as per published Compliance guidelines.

* Through monitoring and auditing procedures, ensure that the Branch meets the minimum requirements that are outlined in the Compliance Checklist for the Panalpina Import Manager, covering:

* Permits and Licenses

* Employee Reporting

* POA management and control

* Basic Broker Compliance Guidelines

* General Compliance Procedures

* ABI error rate monitoring and control

* Assist with the processing of RFQ’s.

* Evaluate Branch performance on a regular (Monthly) basis using measurement standards and tools provided by Area Compliance and take corrective action, as needed.

* Conduct periodic internal audits, at least once per year at the Branch, or as often as needs dictate, to make sure compliance. Each visit must be followed within 15 days by a Report that is to be sent to the Area Customs Compliance Manager and copies to the District/Business Unit/Import Managers.

* Assist District, Business Unit, Import, and Sales Managers in setting up new import business in a Customs-compliant manner by visiting Customers if and when needed, and by using the Importer Compliance Implementation Guide and other materials and direction supplied by Area Customs & Compliance Services, thereby helping the Branch to ensure that our Customers are aware of their Compliance obligations. Focus must include, at minimum, a well-prepared Client Profile.

* Organize in-house training sessions, as and when needed, to enhance Compliance and Industry competence by our staff.

* Manage and control TIB’s (Temporary Import Bonds), in coordination with Area Compliance.

* Oversee and assist the Branch Managers, Import Managers and/or the CHB’s in the selection of Outport Brokers.

* Manage, monitor, and control Customs-related Post-Entry issues that include:

* Protests and related claims up to $3K (if exceeding $3K, refer to Area Customs & Compliance Services for review)

* Customs A/R Account (Accounting control of pending Customs claims)

* Penalty Notices and Liquidated Damage Claims

* Maintain continuous improvement processes to increase efficiencies and improve performance to customers:

* Ensure personnel are trained, technically competent and well informed of changes in customer service requirements and regulatory matters

* Increase competency level of all import personnel to ensure quality, compliance and outstanding customer service is provided

* Ensure the timely processing of transactions by establishing specific audit criteria and measurement reports

* Measure regulatory compliance of customs brokerage transactions processed by auditing transactions

* Disciplinary responsibility over Import Brokerage Department.

* Process ownership and enforcement of Compliance with CBP and related agency requirements, including decide and enforce corrective measures to ensure operational excellence.


Functional requirements

* Customs Broker License is a required.

* Extensive knowledge of “Customs business” and technical familiarity with CBP and OGA regulatory requirements.

* Thorough knowledge and understanding of the Import Process and working environment, including the related systems/applications (ABI, ACS, ACE, Panalpina’s Import System).

* Ability to make effective and persuasive presentations on various CBP Compliance topics to local Management, staff, and external customers.

Management Skills

* People Management and Leadership, i.e. Recruitment, Selection, Training & Development, Coaching, Performance Management

* Organizational and Planning Skills (prioritize, plan, assign and control)

* Decision-making capabilities

Personality Traits

* Customer focused

* Analytical skills

* Able to work in a diverse environment and culture

* Role model for team attitude and behavior.

* Network and relationship building both with external and internal Customers

* Communication and interpersonal skills

Work experience

* Industry experience: minimum 5 years

* Management experience: minimum 3 years

* Language skills: fluent in English, second language a plus