Senior Customs Brokerage (CHB) Coordinator

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 clients) first! At Mohawk, these aren’t just words, they are demonstrable values 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 Senior CHB Coordinator independently manages assigned accounts and complex or customs work from entry processing through billing and file closure. The role engages directly with clients, U.S. Customs, and Partner Government Agencies to resolve operational and regulatory issues within established authority. Senior Coordinators review and coach developing employees, support quality improvement, and serve as a trusted resource for advanced brokerage questions. Quality is measured through assessments recorded in eReview. The role requires broad technical proficiency, sound judgment, and minimal day-to-day supervision. Through advanced problem solving, quality review, and development of less-experienced employees, this role supports compliance, service quality, and branch performance.

DUTIES & RESPONSIBILITIES:

• Serve as the primary contact for assigned accounts, providing responsive service and timely issue resolution.
• Guide clients through complex documentation, process, cost, exam, release, and regulatory issues within established authority.
• Identify recurring account issues and work with clients and internal teams to improve processes and prevent repeat problems.
• Build strong client relationships through accurate, professional communication and ownership of resolution.
• Independently manage entry work from document receipt through release, statement, billing, and file closure.
• Handle trained specialty entry types, PGAs, trade programs, and exception work accurately and within required deadlines.
• Maintain complete documentation and account records that support entry filings, client requirements, and internal audit expectations.
• Consistently meet established productivity, quality, service, and compliance KPIs.
• Resolve complex entry, documentation, ABI, release, hold, exam, and account issues within established authority.
• Engage the appropriate CBP, Center, carrier, or Partner Government Agency contact, present complete facts, and document the response.
• Recognize higher-risk or novel matters, gather the relevant facts, and escalate to the appropriate internal leadership or Compliance resource.
• Identify root causes and recommend process improvements when recurring operational or quality issues are identified.
• Partner with Compliance, Finance, Transportation, and other internal stakeholders to support account and shipment execution.
• Communicate effectively with clients, CBP, Partner Government Agencies, carriers, and internal teams.
• Share technical knowledge, account practices, and lessons learned to improve team consistency and capability.
• Provide practical process and quality feedback to leadership based on recurring issues and audit trends.
• Verify entry, duty, fee, statement, billing, and account information for accuracy and resolve discrepancies promptly.
• Complete billing, documentation, and file-closure requirements accurately and within established service standards.
• Maintain accurate records and documentation that support regulatory, client, and internal audit requirements.
• Support branch performance by managing assigned work efficiently and identifying preventable cost or service exposure.
• Support onboarding and development of Associate and CHB Coordinators through coaching, guidance, and hands-on training.
• Review Associate work before transmission and perform targeted Coordinator review or audits when assigned.
• Provide specific, documented feedback and help developing employees progress toward independent proficiency.
• Serve as a technical resource for less-experienced team members while escalating matters outside established authority.
• Perform other duties as assigned

BENCHMARKS FOR MEASURING SUCCESS:

• Consistently meets or exceeds productivity, quality, service, and billing standards.
• Independently manages assigned accounts and complex or exception work with minimal daily supervision.
• Resolves client, CBP, PGA, and operational issues accurately and professionally within established authority.
• Recognizes higher-risk matters and escalates with complete facts at the appropriate point.
• Supports onboarding, coaching, and measurable development of less-experienced employees.
• Performs accurate quality reviews and identifies recurring error patterns or process improvement opportunities.
• Serves as a trusted operational and technical resource for complex brokerage matters.

SKILLS & QUALIFICATIONS:

Technical Skills:

• Advanced working knowledge of U.S. Customs regulations, entry processes, brokerage procedures, and complex account requirements.
• Proficiency in CargoWise and related customs brokerage systems.
• Demonstrated proficiency in multiple specialty entry types, PGAs, trade programs, and advanced troubleshooting.
• Ability to engage clients, CBP, and Partner Government Agencies effectively on complex operational matters.
• Strong documentation review, quality control, billing, and file-management expertise.

Business Skills:

• Strong client relationship management and ownership of complex issue resolution.
• Sound judgment, attention to detail, and the ability to identify when additional review or escalation is required.
• Strong problem-solving and analytical skills in a deadline-driven environment.
• Effective written and verbal communication with clients, government agencies, and internal stakeholders.
• Organization, prioritization, and workload management with minimal daily supervision.

Leadership Skills:

• Coaching and mentoring of developing employees.
• Quality review, audit support, and constructive feedback.
• Knowledge sharing and technical leadership without formal people-management authority.
• Collaboration across teams and positive influence on service and quality standards.

Required Qualifications:

• Demonstrated customs brokerage experience with the ability to independently manage accounts and complex entry work.
• Strong knowledge of U.S. Customs regulations, entry processes, and compliance requirements.
• Excellent communication, organizational, problem-solving, and client-service skills.
• Proficiency with Microsoft Office applications and customs brokerage systems.

Preferred Qualifications:

• Bachelor's degree in Business, Logistics, Supply Chain, International Trade, or a related field.
• CCS Certification.
• U.S. Customs Broker License or willingness to obtain.
• Experience utilizing CargoWise.
• Prior mentoring, training, quality review, or onboarding experience.

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

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, national origin, disability or veteran status.

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