Customs Brokerage Support Specialist

Job Summary

To ensure customers in complex customs and logistics environments receive expert support, the full-time Customs Brokerage Support Specialist will manage inbound inquiries, diagnose technical issues, and enhance product adoption while working remotely.

Key responsibilities

• Resolve 90% of inbound customer inquiries within service level agreements (SLA) to maintain high customer satisfaction scores
• Diagnose and efficiently resolve technical issues across logistics and customs platforms to minimize customer downtime
• Collaborate with cross-functional teams to improve support documentation and processes, reducing repeat issues

Required qualifications

• Working knowledge of customs brokerage processes and tools (e.g., ABI, AMS, FTZ workflows)
• Experience supporting software applications in logistics, transportation, or supply chain environments
• Familiarity with EDI or system integrations is preferred
• Strong proficiency with Microsoft Windows and Office tools
• Experience with Descartes solutions (e.g., OneView, NetCHB, QuestaWeb) is an asset