CHB Onsite Customer Support

Key Responsibilities

• Work onsite with a key client, utilizing their operating systems (including SAP and Retail Link)

• Support maintenance activities, including solicitation and qualification of Free Trade Agreements (FTAs)

• Conduct database reviews and updates related to tariffs, FTAs, and other compliance elements

• Perform audit reviews based on information received from the client and third-party service providers

• Assist with duty recovery opportunities, including tariff engineering and related initiatives

• Act as a liaison between the client and customs brokerage operations for broker requests for information (RFIs), ensuring timely and accurate responses

• Provide support on refunds, adjustments, and amendments, including coordination with internal teams and tracking to completion

• Compile and deliver compliance and operational reporting to support client visibility and performance tracking

• Work within the CARM portal to support account activities, including monitoring statements, transactions, and compliance-related updates

• Support sanctions-related processes and ensure alignment with regulatory requirements

Accountabilities

• Provide weekly updates to the Senior Manager, Trade Compliance

• Support a dedicated onsite client account

Primary Internal Stakeholders

• Customs brokerage operations teams

• Trade compliance teams

• Client import operations and compliance teams

Primary External Stakeholders

• Transportation carriers

• Vendors

• Government agencies

Required Experience & Skills

• High school diploma or GED (or equivalent combination of education and experience)

• 5–10 years of direct customs brokerage experience, ideally as a rater

• Strong knowledge of customs clearance processes and related customs programs

• Industry-related certifications (e.g., CCS, CTCS) preferred; willingness to obtain CCS if not already certified

• Ability to manage competing priorities and work effectively under pressure

• Strong organizational and time management skills

• Excellent interpersonal and communication skills, with the ability to work cross-functionally with clients and partners

• Proficiency with Microsoft Office (Excel, Word, Outlook); experience with ERP systems is an asset

• Strong problem-solving skills

Additional Qualities

• Team-oriented mindset

• High level of professionalism, integrity, and accountability