Senior Customs Operations Specialist, UK & EU

ABOUT QUINCE 

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.

OUR TEAM AND SUCCESS 

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.

THE ROLE

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 correc