Operations Manager, Knoxville TN

The Company

John S. James Co. was founded in 1941 in the city of Savannah, Georgia. Our mission of offering personalized service to the international transportation community quickly established our firm as a leader in the international freight forwarding and customs brokerage industries. Our founder’s initial vision, to provide unparalleled service to our customers, still resonates in our culture today. Our reputation for excellence is a direct result of our commitment to service and professionalism.

We are pleased to offer an attractive benefits package for all our valued team members, which includes comprehensive insurance (including health, dental, vision, and life), 401(k), and a progressive paid time-off plan.

The Role

The successful candidate will be responsible for managing the day-to-day operations of the Knoxville office, providing leadership and direction to the Import Department team, and ensuring the accurate, compliant, and efficient handling of customer transactions.

The ideal candidate will be a Licensed Customs Broker (LCB) with strong knowledge of U.S. Customs regulations, import compliance requirements, and customs brokerage operations. This individual will oversee department workflow, support team development, resolve customer issues, and ensure the highest standards of service and operational excellence.

This is a hands-on leadership role requiring both operational oversight and the ability to apply customs brokerage expertise when supporting staff, reviewing transactions, and addressing complex client matters.

Applicants must hold a current Licensed Customs Broker (LCB) certification to be considered for this position.

The Responsibilities and Tasks

• Oversee daily office and import operations to ensure compliance with U.S. Customs regulations, partner government agency requirements, and John S. James Co. policies and procedures. 
• Provide leadership, guidance, and support to Import Administrators, including workload coordination, performance management, training, and professional development. 
• Review and monitor customs entry activity to ensure accuracy, compliance, and adherence to applicable regulations and internal quality standards. 
• Resolve escalated customer and operational issues while maintaining strong professional relationships with clients. 
• Implement process improvements to enhance operational efficiency, accuracy, and customer service. 
• Evaluate employee performance through regular reviews and provide constructive feedback to encourage continued growth and development. 
• Prepare operational reports for senior management and assist with budgeting and departmental planning efforts. 
• Lead recruitment efforts, including interviewing and selecting qualified candidates to support departmental needs. 
• Manage employee terminations in accordance with company policies and procedures. 
• Oversee collections and accounts payable activities, ensuring accurate and timely financial transactions. 
• Maintain office resources, including ordering and managing supplies necessary for daily operations. 

Qualifications

• Active Licensed Customs Broker (LCB) certification required. Applicants without an LCB will not be considered. 
• Minimum educational experience: high school graduate or equivalent. 
• Extensive knowledge of U.S. Customs regulations, import procedures, and customs brokerage operations. 
• Previous experience in a customs brokerage or international logistics environment required. 
• Proven leadership and team management experience. 
• Excellent customer service and communication skills. 
• Strong organizational skills with the ability to prioritize multiple responsibilities. 
• Strong computer literacy, including Microsoft Office and customs entry filing software. 
• Demonstrated attention to detail and commitment to accuracy. 
• Regular and predictable attendance.