Post Summary Operations Specialist

Customer Service Representative

To provide customers with the highest quality of service by providing consistent customer service while resolving customer duty and tax disputes by filing claims with US Customs & Border Protection (CBP). This position is responsible to analyze, and make financial and other decisions based on company culpability for both the company and the customer. Provides advice to clients based on research, matter of opinion and facts to both internal/external customers and operational departments/regulatory & compliance alike. May proactively lead and guide team members ensuring successful achievement of operational objectives and project management.

Prepares, analyzes and transmits refund requests to CBP via the ACE Portal or transmit via Duplex.

Anticipates, identifies, and resolves disputes timely and to customer/company satisfaction.

Resolves billing, banking, and credit issues. Coordinates post entry activity on customer's behalf.

Performs route cause analysis as directed by Management.

Coordinates post-entry activities on the customer's behalf

Accesses clients systems (external systems) as necessary.

Corresponds with business partners in various mediums to include written, phone or e-mail. Keeps business partners apprised of changes to their entries.

Receives disputes and responds as needed per customer SOP.

Interacts with customers, internal staff/departments and management of all levels.

Supports Account Administrators with account management activities regarding all aspects of post summary corrections with detailing spreadsheets.

Sorts and assigns department workload based on objectives stated by management.

Transmits entry corrections to CBP; 520 (d), Voluntary Tenders and PSC's.

Reviews CBP Receivable account, makes decisions regarding financial reporting up to $999.99.

Monitors daily reports and makes decisions based on entry knowledge and customer SOP.

Communicates with internal and external customers concerning inquiries/problems relating to the release and entry of imported merchandise; ensures compliance and avoids delays at release. Issues include Country of origin/marking, NAFTA, quota/visa restrictions, anti-dumping and countervailing duty issues, tariff classification, etc.

Ensures issue(s) are resolved timely and in compliance with laws and regulations.

Provides regulatory information/guidance to clients, shippers and employees at all levels and locations in person or via phone, fax, letter and email concerning imported merchandise and ensures accurate entry at the lowest possible cost.

Conducts research via internet, global trade data, other internal resources and consults with government agencies as necessary to compile information.

Develops arguments and creates claims and protests to customs on behalf of clients.

Maintain up-to-date knowledge of customs & other gov't agencies' regulations affecting importation of merchandise by reading, evaluating & further researching info.

Exercises discretion and judgement regarding all entry handling within PSOT by disseminating entries that are on the company bond and responsibility thereof, and those not on our bond where the importer (our customer) is the Importer of Record on any given entry. If there are questions, judgement to elevate to team members or management must be considered.

Plans, organizes and maintains progress to meet work objectives and deadlines; anticipates potential problems and works to resolve them.

Participates in relevant educational experiences, reads job related literature, keeps up to date on new trends and laws effecting the processing of entries, and improves capabilities to meet changing job requirements. Performs other duties as assigned.

High school diploma/GED required

Brokerage knowledge obtained by working in a brokerage related field 1-3 years

CCS/CES credentials preferred

MS Office, Outlook, office equipment (phone fax, photocopier, printer, scanner) required

Proficient with US Customs regulations and other federal regulations and requirements as well as HTS Classification and required knowledge of the harmonized tariff systems.

Must use good judgement and initiative by considering the advantages, disadvantages and possible adverse consequences to company, customer and/or CBP, other PGA. Must arrive at sound and timely decisions, recognize when action is needed and assumes responsibility.

Must apply application of technical expertise regarding entries, and how to correct while maintaining the utmost compliance needs of the customer and company.

Must have behavior flexibility by controlling emotion under the demands of time, multiple assignments, juggling customers, and flexibility in changing priorities and directions.

Must have strong organizational, problem-solving and interpersonal skills

Must handle high volume of work in a time sensitive environment

Paid training provided

Preferred Qualifications:

Location: This role is Hybrid for now in Riverwalk Pkwy, Tonawanda, NY.

1st Shift: Monday - Friday from 8:00am to 4:30pm.

Pay Transparency:

This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.

Pay: Total Base Pay Range 3,957.00 - 5,633.00 USD Monthly.

Additional Details:

FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions.

FedEx Logistics is an Equal Opportunity Employer including, Vets/Disability.