Description

The Lead FTZ Customer Service Representative is responsible for overseeing daily FTZ operational activities, ensuring accuracy, compliance, and exceptional service delivery within the Foreign Trade Zone Department. This role provides direction, training, and support to FTZ team members while acting as an escalation point for complex issues and customer needs. The Lead FTZ CSR helps drive process improvements, monitors team performance, and ensures alignment with company standards and regulatory requirements.

Key Responsibilities

Operational Leadership & Support

• Serve as the primary point of contact for escalated operational questions, client concerns, and exception cases.
• Lead daily workflow activities to ensure timely and accurate processing of FTZ admissions, entries, and related documentation.
• Provide guidance, coaching, and on‑the‑job training to FTZ customer service representatives.
• Monitor team performance and adherence to department KPIs, identifying gaps and supporting corrective actions.
• Support new employee onboarding and continuous skill development within the team.

FTZ Operational Execution

• Review, verify, and oversee the transfer of customs declaration information from source documents into the FTZ system to build valid FTZ Admissions.
• Track and trace international shipments, ensuring timely visibility and proactive communication.
• Ensure efficient, accurate, and timely submission of FTZ entries for clearance with U.S. Customs and Participating Government Agencies.
• Coordinate and oversee timely dispatch of freight with truckers, carriers, terminals, and forwarders.
• Support accurate and on‑time billing for clients and service providers, validating billing accuracy as needed.

Compliance & Quality Assurance

• Ensure the team adheres to all import customs Desk Level Operating Procedures.
• Promote a culture of compliance by reinforcing U.S. Customs regulations, FTZ rules, and company policies.
• Identify and manage exceptions while driving root‑cause analysis and corrective actions.
• Lead and support continuous improvement initiatives to streamline FTZ processes and enhance customer satisfaction.

Communication & Customer Service

• Maintain strong communication with customers, internal teams, and external partners to ensure operational transparency and high‑quality service.
• Effectively communicate expectations, updates, and operational requirements to team members.
• Partner with leadership to address customer escalations and develop long‑term solutions.

Qualifications

• Prior Customs Brokerage experience with an emphasis on Foreign Trade Zones.
• Strong working knowledge of brokerage processes, FTZ compliance, and interaction with government agencies.
• Experience collaborating with truckers, terminals, forwarders, and carriers.
• Demonstrated ability to lead, mentor, and support a team in a fast‑paced environment.
• High School Diploma or equivalent required; Undergraduate Degree preferred.
• Must be legally authorized to work in the United States without future sponsorship.
• Ability to work onsite at the El Paso office and work overtime as required.
• Fluent in English (written and verbal); Spanish fluency strongly preferred.
• Strong computer proficiency (Word, Excel, PowerPoint) and familiarity with 10‑key.
• Proven ability to multitask, organize workload, and prioritize effectively.
• Strong analytical skills and high attention to detail.
• Excellent written, verbal, and interpersonal communication skills.
• Driven, proactive mindset with a strong work ethic and reliability.
• Ability to work both independently and collaboratively.
• Willingness to support last‑minute projects and assist team members as needed.
• Customs Broker License or active pursuit is a plus.

Additional Info

Expeditors offers excellent benefits:

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical, Prescription Drug, Dental and Vision
• Life and Long Term Disability Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Purchase Plan
• Training and Personnel Development Program

All your information will be kept confidential according to EEO guidelines.

Company Description

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

• 19,000 trained professionals
• 300+ locations worldwide
• Fortune 500
• Globally unified systems