Customs Broker Supervisor (Freight Forwarder - Hochiminh)

General Description
- This position is responsible for overseeing the overall operations, service delivery, and trade compliance across two core customs operations: Export Processing Enterprises (EPE/DNCX) Customs Clearance and Bonded Warehouse Operations.
- The Supervisor directly manages three Team Leaders to ensure smooth daily execution, strict compliance with Vietnam Customs regulations, and high customer satisfaction.
- The candidate will act as the senior escalation authority for complex customs issues, regulatory inquiries, and high-level client management. Strong leadership, logical problem-solving, deep customs compliance expertise, and client management skills are essential.
Key expectations include:
- Leading, coaching, and managing Team Leaders across EPE customs and bonded warehouse operations to achieve operational excellence and section KPIs.
- Overseeing trade compliance, customs valuation and HS classification for EPE clients.
- Ensuring strict inventory control and 100% alignment between physical warehouse stock and customs system records for Bonded Warehouse operations.
- Serving as the senior operational liaison with Customs Authorities at regional and branch levels to resolve operational bottlenecks or red-lane escalations.
- Taking ownership of complex issue resolution with a focus on timeliness and proactive problem-solving, including providing alternative legal and operational solutions.
- Managing section P&L, operational budgets, resource allocation, and billing accuracy.
- Driving a continuous improvement mindset, actively seeking ways to enhance daily operations, clearance lead times, and overall process efficiency.
Specific Accountabilities:
1. Operations & Team Governance:
- Oversee daily management of Team Leaders, balancing operational resources between EPE Customs and Bonded Warehouse teams.
- Set, monitor, and evaluate section KPIs (customs clearance lead time, inventory accuracy, billing timeliness).
- Manage section P&L, accurate billing execution, proper job closures, and operational cost control.
2. EPE Customs Operations & Compliance:
- Direct customs clearance operations for Export Processing Enterprises (EPE / DNCX), ensuring compliant handling of raw materials, finished goods, machinery, and scrap.
- Investigate customs irregularities or compliance breaches, coordinate corrective action plans with - - Legal and Product teams, and lead responses to critical compliance inquiries.
3. Customs Authority Liaison & Senior Escalation:
- Act as the senior operational liaison with local Customs officers, Branch Leaders, and Customs Authorities.
- Resolve critical shipment bottlenecks, red-lane inspections, customs valuation/HS code disputes, and high-level client escalations.
4. Subcontractor Management:
- Monitor subcontractor, trucking partner, and external broker performance to ensure KPIs and compliance standards are consistently met.
- Coordinate with suppliers to drive service improvements when performance gaps are identified.
5. Process Improvement & Digitalization:
- Contribute to process optimization by defining and enhancing operational productivity, clearance lead times, and workflow standards.
- Collaborate with cross-functional stakeholders to deliver operational excellence and improve customer service quality.
- Utilize computer tools (Excel, Power BI/Query, system interfaces) to streamline reporting and enhance operational visibility.