Customs Brokerage Supervisor

Please note that the salary range referenced is a general guideline only. Salary differentials are based on multiple factors including (but not limited to), geographic location, education/training, years of relevant experience/seniority, merit, qualifications, as well as market and business considerations. Mohawk Global considers all of these variables when extending an offer of employment.

Who We Are: Mohawk Global is a 350+ person team of logistics and trade specialists dedicated to fulfilling the supply chain needs of our customers with a strong emphasis on customs brokerage, domestic and international transportation, trade compliance, education, and consulting. Our business practices are driven and exhibited daily by our three core values: to ENRICH purposefully, to CARE personally and to DELIVER professionally. To learn more about our core values and what makes us truly unique in our industry, please click here.

We pride ourselves in being a highly employee-centric organization that truly puts our people (and customers) first! At Mohawk, these aren’t just words, they are a demonstrable value that we put into action by our behaviors each day. We have been certified as a “Great Place To Work” for the past thirteen years…see what our greatest assets, our people, have to say about us here: Mohawk Global - A Great Place to Work!

POSITION SUMMARY:

The CHB Supervisor leads the daily operations of an assigned Customs Brokerage team, ensuring accurate, timely, and compliant customs entry processing while delivering exceptional client service. This role oversees workload distribution, performance management, training, and employee development, serving as the primary escalation point for operational and client issues. Working closely with cross-functional teams and branch leadership, the CHB Supervisor drives operational efficiency, service quality, compliance, and continuous improvement to support team success and business objectives.

DUTIES & RESPONSIBILITIES:

Customer & Client Experience:

• Serve as the primary point of contact for clients on assigned accounts, ensuring responsive communication and issue resolution.
• Build and maintain strong relationships with customers, CBP, and other regulatory agencies.
• Address escalated client concerns and service issues while maintaining a high level of customer satisfaction.
• Support client retention and business growth through consistent service delivery and brokerage expertise.

Operational Execution:

• Oversee the daily workflow, productivity, and performance of the assigned brokerage team.
• Ensure customs entries, billing activities, and account requirements are completed accurately and on time.
• Manage team schedules, workload distribution, and resource allocation to maintain service levels.
• Monitor operational performance and drive continuous improvement initiatives.

Problem Solving & Issue Resolution:

• Resolve operational, client, and compliance issues escalated by team members.
• Investigate entry processing errors, documentation discrepancies, and service challenges.
• Implement corrective actions to address quality issues and improve team performance.
• Escalate complex or high-risk issues to the CHB Manager or General Manager as appropriate.

Collaboration & Communication:

• Partner with Transportation, Compliance, Finance, Sales, and other departments to support operational success.
• Lead team meetings, coaching discussions, and performance conversations.
• Communicate performance expectations, operational priorities, and business updates to team members.
• Foster a collaborative, accountable, and service-oriented team environment.

Financial & Administrative Accountability:

• Monitor team performance against productivity, billing, quality, and service KPIs.
• Oversee billing readiness, duty outlay management, and collections support activities.
• Conduct file audits and ensure compliance with regulatory requirements, customer SOPs, and company procedures.
• Maintain accurate documentation, audit records, and performance reporting.

People Leadership & Development:

• Lead, coach, and develop team members through ongoing feedback, mentoring, and performance management.
• Conduct weekly one-on-one meetings, quarterly performance reviews, and development planning discussions.
• Identify skill gaps and coordinate training, coaching, and development opportunities.
• Support succession planning and leadership development of Team Leads and high-potential employees.
• Performs other duties as assigned.

BENCHMARKS FOR MEASURING SUCCESS:

• Team accuracy, timeliness, billing, and service KPIs are consistently achieved.
• File audits are completed on schedule with corrective actions implemented as needed.
• Team members demonstrate growth in performance, capability, and engagement.
• Client inquiries and escalations are resolved effectively and professionally.
• Workflow and staffing resources are managed to prevent service disruptions and backlogs.
• Billing, collections, and duty outlay management objectives are achieved.
• Team Leads and high-potential employees are actively developed for future opportunities.

SKILLS & QUALIFICATIONS:

Technical Skills:

• Strong knowledge of U.S. Customs regulations, entry procedures, and compliance requirements.
• Proficiency with CargoWise, ACE, and customs brokerage systems.
• File auditing, quality control, and compliance review expertise.
• KPI monitoring, operational reporting, and performance analysis.
• Microsoft Office Suite proficiency.

Business Skills:

• Workload planning, scheduling, and resource allocation.
• Customer relationship management and issue resolution.
• Billing, collections, and duty outlay management.
• Problem-solving and decision-making in a deadline-driven environment.
• Cross-functional collaboration and stakeholder management.

Leadership Skills:

• Performance management and employee development.
• Coaching, mentoring, and training delivery.
• Team leadership and engagement.
• Conflict resolution and difficult conversations.
• Succession planning and talent development.

Required:

• 3–5 years of customs brokerage, trade compliance, or related logistics experience.
• Strong knowledge of U.S. Customs regulations, entry processes, and brokerage operations.
• Demonstrated leadership, coaching, or team development experience.
• Strong communication, organizational, and problem-solving skills.
• Ability to manage competing priorities in a fast-paced operational environment.
• Proficiency in Microsoft Office Suite and customs brokerage software.

Preferred:

• Bachelor's degree in Business, Supply Chain, Logistics, International Trade, or a related field.
• U.S. Customs Broker License or willingness to obtain.
• Experience conducting file audits and quality reviews.
• Experience leading Team Leads or mentoring developing employees.
• Experience supporting billing, collections, and operational performance initiatives.

OFFICE / WORK ENVIRONMENT & PHYSICAL DEMANDS

This position operates in a professional office environment (and/or remotely from a home office) with a quiet to moderate noise level and routinely requires the use of standard office equipment such computers, photocopying machines and storage/filing cabinets. This is a largely sedentary role, however, lifting items under 25 pounds as well as the ability to bend, stand and walk short distances may be required.

Travel Requirement: Minimal Travel.

Mohawk Global is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Equal Employment Opportunity is The Law Employee Rights Under the FMLA Employee Rights - Employee Polygraph Protection Act