Join our amazing team in Birmingham! Your Role This role manages a UK-based team of Customs Specialists, with a strong focus on delivering exceptional customer service within a compliant and structured framework. It involves resolving issues efficiently, enhancing processes, and maintaining high service standards aligned with client expectations and regulatory requirements. By fostering clear communication and collaboration across teams, the role ensures a seamless customer experience while driving continuous improvement. Your Responsibilities - Leading a team of Customs Specialists in the UK and working closely with our Global Services Team. - Working within defined processes and procedures, operating within service level agreements and Standard Operating Procedures per customer with a high level of customer service and in a compliant manner in line with our AEO accreditation. - Identifying, classifying and resolving issues and exceptions. - Preventing future exceptions through root causing and implementing process improvement, training, and automation. - Managing escalations and having a clear process in place. - Tracking exceptions and reporting, highlighting trends and areas requiring focus. - Communicating with key stakeholders to ensure relevant teams are aware of issues and resolutions and any subsequent change in process. - Provide support to and lead a highly engaged and high performing team alongside Line Management and leadership responsibilities. Your Skills and Experiences - Strong knowledge of customs brokerage processes, compliance standards, and regulatory procedures. - Proven leadership and performance management experience, with the ability to foster collaboration and a high-performing team culture. - Exceptional customer service orientation with commercial awareness and experience in account management. - Skilled in root cause analysis, escalation management, and implementing corrective and preventative actions. - Demonstrated ability to drive continuous improvement using Lean methodology or similar frameworks. - Advanced analytical skills with experience in reporting, data interpretation, and trend analysis. - Excellent communication, stakeholder management, and expectation-setting abilities. - Highly organized, adaptable, and detail-oriented with strong problem-solving and time management skills. LI-DM1 Good Reasons to Join If you would like to become a valued member of our team, we will make sure that you're rewarded for your commitment and expertise. You can join the contributory KuehneNagel pension plan and enjoy our Route 2 Rewards scheme, which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation. Kuehne Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.