Brokerage Agent executes flawless operational performance, productivity, by applying technical expertise and providing excellent customer service, supporting our Vision and Mission Statement, making our promise real to all our customers.
Key Deliverables:
Proactively monitor the following key metrics to achieve the expected results:
Employee Satisfaction
- Complete 52-hour training per year (4.5 per month).
- Complete all mandatory trainings timely. Including New Hire trainings, boot camp, etc.
- For new employees, ensure timely completion of CICS (2 years) and Billing Certification (1 year).
- For new employees, ensure to obtain DG imports certification after 12 months.
- Employee development ownership, participating in all scheduled 1:1’s and EPE’s in a timely/active manner.
Operational Efficiency
- Perform consistently at the highest level, according to District Excellence expectation and standards (OPS).
- Timely Execution and Data:
- DXR to LOG within 3 hours
- LOG to ENF (2 step) within 30 minutes
- LOG to ESP (1 step) within 1 hour
- INV within 24 hours of ESP/IBB
- ENF to ESP within 72 hours
- UCE to AME within 2 days
- AUE – Less than 5%
- ADD CVD applicable back up available 100% of the time.
- 95% all other ADD CVD requirements.
- AUE to AUA within 48 Hours, min. 95% compliance
- EDE to EDA within 5 days
- Trade Compliance - 100%
- ESP no RLS follow up within 5-7 Days
- All CENSUS actioned within 72 hrs.
- Monitor and ensure timely events on In-bond transactions. Proactively communicate with carriers and interested parties.
General responsibilities
- Exemplify and Teach Our Culture, Mission and Goals.
- Read, understand, and follow Code of Business Conduct, at all times.
- Follow the 10 Critical Success Factors.
- Understand and comply with, all company, and local policies, procedures and processes as shared by management.
- Understand, monitor and ensure consistency in quantitative and qualitative performance as it relates to expectations and standards.
- Contribute to build healthy cross-functional relationship and work environment, promote team spirit and cohesiveness in the department.
- Proactively communicate with Team Lead, Supervisor and Management team about any required training, support or tools needed to timely and effectively complete job functions. Escalate any issues or concerns preventing you to do so.
- Prepare, follow-up and execute on your personal development plan and goals. Own your self-development.
Customer Service
- Courteous and professional communication with customers and coworkers.
- Timely notification to customers of potential delays related to services rendered.
- Timely and accurately respond to all internal and external customer requests received via any communication channel, with reliable information. No e-mail should go unanswered over 24 hours. Urgencies typically require <1 hour response. Monitor and work on priorities.
Operations & Compliance
- Understand and follow Border Brokerage Operational Process Standards.
- Comply with company controls, policies, procedures and processes.
- Maintain highest compliance level on Customs entries, In-bonds and FTZ admissions according to Customs and Partner Government Agencies (PGAs) laws, rules and regulations.
- Understand and make sure Customer expectations are complied with and properly documented on Customer SOPs. Work with Team Lead and Supervisor to keep SOPs updated.
- Participate in all offered product trainings and stay current with developments and changes in regulations.
- Make sure that files are logged correctly and timely with proper codes, trace types and events. Including Exceptions. Avoid post summary corrections.
- Timely address all exceptions and shipment holds (UCEs, EDEs, IAEs, AUEs, etc.).
- Escalate to Team Lead and Supervisor, any inconsistencies or concerns with customer instructions and regulations.
- Proper use of all Expeditor systems and tools, including but not limited to EXPO Customs, CHB Workboard, GCI tool, CFIT, E.doc/Lyft, Raft, VR, ETC.
- Immediately report any tools or systems failures to Team Lead and Supervisor. Escalate as needed until resolved.
- Proactively report any opportunities for automation to help improve compliance and productivity.
- Participate in team, department and branch meetings.
- Ensure that all emails are handled timely and professionally.
- Ensure that all customer’s legal documents are updated prior entry processing. Communicate any updates needed to Team Lead and Supervisor.
- Contribute to operational effectiveness and comply with District Excellence metrics applicable on your Product.
- Escalate issues to Lead, Supervisor or Management as needed.
Security, Health and Safety
- Immediately inform the Branch Health and Safety representative any unsafe condition that could put employees at risk in the workplace as well as any incident or accident.
Finance
- Understand and follow credit policy 100% of the time.
- Timely and correctly bill all processed entries, update CFIT notes with any exceptions.
- Understand all accounting processes and reports and its impact.
- Monitor and constantly work on preventing monetary losses.