Customs Broker- Branch Manager

Job Title: Branch Manager- Memphis, TN

Job Type: Full-time

Work Location: In Person

Schedule: 8 hour shift; Monday to Friday

Job Summary

We are seeking an experienced and results-driven Branch Manager to lead and oversee daily branch operations while ensuring operational excellence, regulatory compliance, customer satisfaction, and financial performance. This leadership role is responsible for managing branch personnel, driving process improvements, supporting strategic growth initiatives, and maintaining strong customer and partner relationships.

Key Duties & Responsibilities

Operations Management

• Direct and oversee daily branch operations to ensure timely, compliant, and efficient processing of shipments and customer requirements.
• Establish operational priorities and allocate resources to meet service expectations and productivity goals.
• Monitor operational KPIs including shipment timeliness, customs compliance, billing accuracy, productivity, and customer service performance.
• Ensure operational procedures are followed and continuously improved to support efficiency and service quality.

Financial & Business Performance

• Manage branch financial performance including revenue growth, expense control, profitability, and budget adherence.
• Review operational costs and identify opportunities to improve efficiency and reduce unnecessary expenses.
• Support strategic growth initiatives and contribute to branch business planning and operational forecasting.

Leadership & Team Development

• Lead, coach, mentor, and develop branch personnel to foster a high-performing and collaborative work environment.
• Conduct performance evaluations, provide regular feedback, and support employee training and career development.
• Assist in recruiting, onboarding, and retaining operational and leadership talent.
• Oversee workforce planning, staffing recommendations, employee engagement, and performance management.

Customer Relations

• Maintain strong relationships with key customers to ensure high service levels and long-term client retention.
• Address escalated customer issues and implement corrective actions when necessary.
• Partner with sales and operations teams to support customer growth opportunities and onboarding initiatives.
• Participate in customer meetings and strategic discussions to support retention and business growth.

Compliance & Regulatory Oversight

• Ensure branch compliance with CBP regulations, PGA/OGA requirements, company policies, and industry standards.
• Monitor regulatory changes and communicate operational impacts to branch personnel.
• Promote a culture of compliance, accountability, and ethical business practices.

Process Improvement & Systems Management

• Identify operational inefficiencies and implement process improvements to enhance productivity and service quality.
• Collaborate with IT and corporate teams on system enhancements, automation initiatives, and reporting improvements.
• Utilize operational data and reporting tools to support decision-making and continuous improvement initiatives.

Cross-Functional Collaboration

• Partner with other branch locations, corporate departments, and overseas agents to support operational consistency and customer solutions.
• Coordinate with sales, compliance, finance, and HR teams to support company objectives and branch initiatives.
• Support business development efforts through operational expertise, customer presentations, and implementation planning.

Supervisory Responsibilities

• Direct supervision of operational supervisors, team leads, and branch personnel as assigned.
• Responsible for leadership oversight, employee accountability, and branch operational performance.

Basic Qualifications & Requirements

Education

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field preferred; equivalent industry experience considered.
• Customs Broker License preferred. 

Experience

• 7–10 years of customs brokerage, freight forwarding, or logistics industry experience.
• Minimum 3–5 years in a leadership or management role.
• Experience managing operational teams, customer relationships, and compliance-driven environments.
• Experience with branch operations, KPI management, budgeting, and process improvement initiatives preferred.

Skills & Competencies

• Strong leadership and people management skills.
• Financial acumen and budget management experience.
• Strategic thinking and decision-making abilities.
• Customer relationship management expertise.
• Conflict resolution and problem-solving capabilities.
• Process improvement mindset with a focus on operational efficiency.
• Excellent verbal and written communication skills.
• Strong knowledge of customs brokerage and freight forwarding operations.
• Proficiency in Microsoft Office applications and operational systems.

Why Carmichael?

Join Carmichael International Service, a trusted leader in customs brokerage and global logistics. We offer a collaborative work environment, opportunities for career growth, and the chance to build a successful future in international trade and compliance.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Equal Employment Opportunity Statement

We are an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, sexual orientation, or any other protected status.