Senior Customs Operations Specialist, UK & EU at Last Brand,… · London

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.
• High Quality: True quality means premium materials and rigorous production standards you can feel good about.
• Essential Design: We focus on timeless, functional essentials instead of chasing trends.
• Always a Better Deal: Innovation and transparency ensure value for both customers and partners.
• Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence.

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

About the Role

Quince is seeking a Senior Customs Operations Specialist, UK & EU to support the day-to-day execution of customs clearance operations as we expand our international footprint. This role will be responsible for managing third-party customs brokers and clearance providers supporting shipments into the United Kingdom and European Union, ensuring shipments clear accurately, efficiently, and within agreed service levels.

This is a highly operational role for someone who has hands-on experience managing customs clearance activity, working with brokers, resolving shipment-level issues, and driving accountability through metrics, escalation management, and regular performance reviews. The ideal candidate is a fully qualified customs operations professional who can work independently, assess complex clearance issues, coordinate across internal and external teams, and know when to resolve directly versus escalate to Trade Compliance leadership.

This role will partner closely with Logistics, Global Trade Compliance, Sourcing, Merchandising, and external customs brokers to ensure Quince’s UK and EU clearance operations are scalable, controlled, and responsive to business needs.

Responsibilities

• Manage day-to-day performance of third-party customs brokers, clearance agents, and related service providers supporting shipments into the UK and EU.
• Monitor daily customs clearance activity to ensure brokers are meeting agreed SLAs for entry preparation, customs submission, clearance, issue resolution, and post-clearance follow-up.
• Serve as the primary operational escalation point for broker questions, shipment delays, customs holds, missing documentation, entry rejections, product data gaps, and other clearance-related issues.
• Coordinate with internal teams to obtain information required for customs clearance, including product descriptions, invoices, packing lists, HS/classification data, country of origin information, product attributes, and supporting documents.
• Track and analyze broker performance metrics, including clearance cycle time, exception volume, rejection rates, documentation defects, aged holds, and recurring issue patterns.
• Lead regular broker performance reviews, including weekly business reviews, monthly scorecards, and quarterly business reviews, as applicable.
• Identify broker performance gaps and work with external providers to implement corrective action plans, improve response times, and reduce recurring clearance issues.
• Partner with Logistics to ensure customs clearance milestones are visible, actionable, and aligned with delivery expectations.
• Partner with Global Trade Compliance to escalate compliance-sensitive issues, including classification questions, valuation concerns, origin questions, duty/VAT issues, customs authority inquiries, and regulatory interpretation questions.
• Support process development for UK and EU customs operations, including SOPs, escalation playbooks, broker operating procedures, reporting templates, and issue-resolution workflows.
• Help ensure customs brokers are using accurate and complete data in customs declarations and following Quince’s documented clearance requirements.
• Support post-clearance issue resolution, including broker follow-up on amendments, duty/tax discrepancies, customs queries, missing documents, and operational root-cause analysis.
• Work cross-functionally with Sourcing, Merchandising, Product, Logistics, and Trade Compliance to resolve upstream data or documentation issues affecting customs clearance.
• Provide practical operational guidance to internal stakeholders on UK/EU customs clearance requirements, documentation needs, broker processes, and escalation paths.
• Identify opportunities to improve broker performance, reduce shipment delays, improve data quality, and scale UK/EU customs operations as volume grows.

Qualifications

• 5+ years of experience in customs operations, import operations, trade compliance operations, customs brokerage, freight forwarding, or global logistics with a strong customs clearance focus.
• Hands-on experience supporting customs clearance activity in the UK and/or EU.
• Experience managing or working closely with third-party customs brokers, freight forwarders, carriers, or clearance providers.
• Strong understanding of import documentation, customs entry processes, HS classification usage, country of origin, customs valuation concepts, duty/tax assessment, and broker clearance workflows.
• Ability to manage daily shipment-level escalations while also identifying broader process, data, or vendor performance issues.
• Experience tracking operational KPIs, SLA performance, exception trends, and provider scorecards.
• Strong analytical and problem-solving skills, with the ability to assess unusual clearance issues, identify root causes, and drive practical resolution.
• Ability to work independently on problems of diverse scope, using judgment to determine the right course of action based on available information, precedent, and business impact.
• Strong communication skills, with the ability to work effectively with internal stakeholders and external partners who may not be familiar with customs requirements.
• Ability to influence brokers and cross-functional partners, drive accountability, and escalate issues clearly when needed.
• Strong attention to detail and comfort working with shipment data, product data, customs documents, and operational reporting.
• Ability to thrive in a fast-paced, high-growth environment where processes are still being built and improved.
• Bachelor’s degree preferred, or equivalent practical experience in customs operations, logistics, trade compliance, or a related field.

Preferred Qualifications

Experience with:

• Ecommerce, parcel, direct-to-consumer, or high-volume B2C customs clearance models.
• UK customs processes, EU import processes, import VAT, IOSS/OSS concepts, or low-value parcel clearance programs.
• Supporting imports into the Netherlands, France, Germany, or other key EU markets.
• Working for or closely with a customs broker, freight forwarder, ecommerce logistics provider, or importer.
• Experience developing SOPs, broker playbooks, escalation matrices, or operational dashboards.
• Familiarity with customs systems, logistics platforms, broker portals, product master data, or trade compliance tools.
• Prior experience working within apparel, home goods, consumer products, or other retail product categories would be advantageous

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

Security Advisory: Beware of Frauds

At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.