Import Manager, Customs Brokerage

Import Manager

Work Location: In Person – Coppell, TX 75019

Schedule: 8-hour shift | Monday to Friday

About the Company

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 opportunity to build a rewarding career in international trade and customs compliance.

About the Role

We are seeking an experienced Import Manager to lead our Import Operations team. This position is responsible for overseeing customs brokerage operations, managing import personnel, ensuring regulatory compliance, maintaining exceptional customer service, and driving operational efficiency. The ideal candidate is a strong leader with customs brokerage expertise who thrives in a fast-paced environment and enjoys developing employees while delivering exceptional service to customers.

Responsibilities

Operations Management

• Lead and oversee daily import operations, ensuring customs entries are processed accurately, timely, and in compliance with CBP regulations.
• Manage workflow for File Openers, Entry Writers, Classifiers, and Traffic personnel to ensure efficient cargo movement.
• Monitor shipment status and prioritize workloads to meet customer deadlines and operational objectives.
• Review operational performance and implement process improvements that increase efficiency and service quality.
• Ensure timely billing of customs entries and completion of operational documentation.

Customer Relationship Management

• Serve as the primary point of contact for assigned customers.
• Build and maintain strong customer relationships while ensuring exceptional service.
• Respond to customer inquiries, resolve escalated issues, and participate in customer meetings, business reviews, and conference calls.
• Support customer growth initiatives while maintaining accountability for customer satisfaction and account performance.

Leadership & Team Development

• Lead, coach, mentor, and develop import operations personnel.
• Recruit, train, and retain high-performing employees.
• Conduct performance evaluations and provide regular coaching and feedback.
• Foster a collaborative, accountable, and customer-focused work environment.

Customs Compliance

• Ensure compliance with U.S. Customs and Border Protection (CBP) regulations and Partner Government Agency (PGA/OGA) requirements.
• Serve as the local liaison with Customs officials and government agencies regarding entry issues and compliance matters.
• Monitor regulatory changes and communicate operational impacts to the team.
• Promote a culture of compliance, integrity, and continuous improvement.

Operational Performance

• Monitor key performance indicators (KPIs), including:
• Timely customs entry processing
• Cargo movement
• Delivery order turnaround
• Billing accuracy
• Customer satisfaction
• Identify operational bottlenecks and implement corrective actions.
• Utilize reporting and operational metrics to improve productivity and overall branch performance.

Cross-Functional Collaboration

• Partner with Compliance, Sales, Finance, and other branch locations to support customer needs and company objectives.
• Coordinate with overseas agents, carriers, and internal departments to ensure seamless shipment processing.
• Assist with the implementation of new accounts and operational improvement initiatives.

Problem Resolution

• Investigate shipment delays, entry issues, and operational challenges.
• Develop effective solutions while minimizing disruptions to customer operations.
• Escalate issues appropriately when necessary while maintaining proactive communication with customers and internal teams.

Supervisory Responsibilities

Directly supervise Import Operations personnel, including:

• File Openers
• Entry Coordinators
• Data Entry Specialists
• Traffic Coordinators
• Responsible for employee development, accountability, workflow management, and overall operational performance.

Basic Qualifications & Requirements

Education

• High School Diploma required.
• Bachelor's degree in Business, Supply Chain, Logistics, or a related field preferred.

Experience

• Minimum of 5 years of Customs Brokerage experience.
• Previous supervisory or management experience required.
• Experience managing customer accounts and operational workflows.
• Experience working directly with U.S. Customs and government agencies preferred.

Preferred Qualifications

• CCS preferred.
• Experience managing import operations in a customs brokerage environment.
• Experience with KPI reporting and process improvement initiatives.

Skills & Competencies

• Strong leadership and team development skills.
• Excellent customer service and relationship management abilities.
• Strong organizational and time management skills.
• Exceptional problem-solving and decision-making abilities.
• Strong attention to detail and commitment to compliance.
• Ability to prioritize multiple deadlines in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong Microsoft Office proficiency.
• Experience with AS400 and customs brokerage software preferred.
• Knowledge of CBP regulations and customs brokerage operations.

Benefits

• 401(k)
• 401(k) Matching
• Dental Insurance
• Health Insurance
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Vision Insurance

Equal 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.

Benefits:

• 401(k)
• 401(k) matching
• 403(b)
• Dental insurance
• Health insurance
• Vision insurance

Application Question(s):

• Have you worked directly with U.S. Customs and Border Protection (CBP) and/or Partner Government Agencies (PGA) to resolve import-related issues?
• Do you have at least three (3) years of experience managing or supervising employees in a Customs Brokerage or Freight Forwarding environment?

Experience:

• customs brokerage: 5 years (Required)

Ability to Commute:

• Coppell, TX 75019 (Required)

Work Location: In person

Salary : $53,648 - $90,839