Imports Manager

Department
:
Operations

Reporting Line
:
Customs Affairs Operations Manager

Management Level
:
Operations Management

This is an important operational leadership role responsible for the daily control and management of the Imports department. The role requires a hands‑on, disciplined, and service‑driven Imports Manager who can ensure that inbound import operations are managed efficiently, compliantly, and in line with required customs, operational, customer service, and network standards.

The successful candidate will be responsible for maintaining and developing Gateway Customs Affairs standards, ensuring continuous improvement in import service delivery, driving operational performance, managing escalations, and ensuring that inbound shipments are processed accurately, timeously, and in line with customs and compliance requirements.

This role requires strong imports experience, sound customs knowledge, proven operational management capability, and the ability to manage internal teams, external partners, customers, regulatory stakeholders, and customs‑related service challenges in a fast‑paced express logistics environment.

The purpose of the Imports Manager role is to take responsibility for the daily control, management, and continuous improvement of the Imports department, ensuring that import operations run smoothly, efficiently, and in full alignment with required operational, customs, compliance, and customer service standards.

The role focuses on:

• Managing the daily performance and operational control of the Imports department
• Ensuring inbound shipments are processed accurately and timeously
• Maintaining and developing Gateway Customs Affairs standards
• Ensuring compliance with customs legislation, SARS requirements, and import‑related regulations
• Managing import‑related escalations and ensuring swift resolution of service issues
• Driving customer satisfaction through effective import service initiatives and strategies
• Ensuring operational performance meets or exceeds service, compliance, and efficiency targets
• Collaborating with internal teams and external stakeholders to support seamless import operations

• Import Operations Management
  • Manage the daily control, workflow, and operational performance of the Imports department.
  • Ensure all inbound shipments are processed accurately, efficiently, and in line with defined service and operational standards.
  • Ensure import operations run in accordance with required procedures, timelines, customs requirements, and internal quality standards.
  • Monitor daily import operations to ensure smooth workflow, adherence to operational targets, and consistent service delivery.
  • Ensure regional service standards are consistently met or exceeded across all import‑related activities.
  • Identify bottlenecks within the import process and implement corrective action to improve service levels, transit times, and operational efficiency.
  • Continuously review and refine import workflows, processes, and operational practices to improve productivity and service outcomes.
• Customs Compliance & Regulatory Control
  • Oversee the control and management of import customs cases, including SARS Stops, ensuring timely resolution and full compliance.
  • Ensure import activities are conducted in line with customs legislation, customs regulations, compliance requirements, and internal customs standards.
  • Maintain up‑to‑date knowledge of import regulations, customs legislation, and compliance requirements.
  • Ensure all import documentation, customs processes, and related activities are handled accurately and in line with legal and regulatory expectations.
  • Ensure customs‑related risks, delays, or non‑compliance issues are identified and escalated appropriately.
  • Work closely with Customs Affairs and relevant stakeholders to ensure effective customs resolution and compliance performance.
• Customer Service, Escalations & Service Excellence
  • Ensure continuous improvement of customer satisfaction through effective import service initiatives and service improvement strategies.
  • Drive import service performance that meets and exceeds customer expectations.
  • Build and maintain strong working…