customs & brokerage

Customer support outsourcing for customs brokerage firms

AI agents and trade compliance specialists handle clearance status updates, document coordination, and tariff inquiries in 65+ languages — so importers always know where their goods stand.

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Container ships docked at Tollerort Terminal, Hamburg during sunset.

how it plays out

Real contacts, minute by minute.

Phone English

"My shipment has been held at customs for three days — what is the holdup?"

Customs hold inquiry from anxious importer

AI checks customs entry status and identifies hold reason code
Determines if additional documents or inspections are required
Coordinates with customs examiner for updated release timeline
Provides importer with clear explanation and expected clearance date

Hold explained Client reassured

Email Japanese

"What is the duty rate for importing ceramic tiles from Italy under HTS 6908?"

Tariff classification inquiry

AI looks up HTS code 6908 and current duty rates for ceramic tiles
Checks for applicable trade agreements or preferential duty rates
Identifies any anti-dumping or countervailing duties that may apply
Sends detailed tariff breakdown with landed cost estimate

Classification provided Import cost clarified

WhatsApp Spanish

"Customs is asking for a certificate of origin — we do not have one"

Missing documentation blocking clearance

AI identifies which certificate of origin format is required by customs
Checks if supplier can provide retroactive certificate from origin country
Advises on alternative documentation that may satisfy the requirement
Coordinates with broker to submit documentation and request release

Document sourced Clearance unblocked

Live Chat Korean

"We want to set up a bonded warehouse for our frequent imports"

Bonded warehouse setup consultation

AI explains bonded warehouse benefits and regulatory requirements
Provides comparison of costs versus duty-paid warehousing
Identifies approved bonded warehouse facilities near client operations
Schedules consultation with customs broker for detailed application guidance

Options presented Setup initiated

the team behind it

Faces, not a queue.

real members of the global team

Trade Compliance Specialists

Customs entry filing and clearance status monitoring with proactive exception alerts
Tariff classification, duty rate calculation, and trade agreement optimization
Document coordination including certificates of origin, invoices, and phytosanitary certificates

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep the importer informed while the broker reviews the file

A clearance-status enquiry should identify the shipment, entry reference and the latest confirmed status. If a document is missing, the record needs to say which version was requested, who is obtaining it and which broker contact is reviewing it.

For a brokerage support desk, configure HeroDash custom fields for shipment reference, destination, document category and broker owner. Ticket triggers can assign missing-document follow-ups and record the handoff. This is a proposed client-communication workflow; customs-system access and professional review need a separately agreed scope.

Use the broker’s approved document checklist to coordinate commercial invoices, packing lists and origin-document requests. Keep a status explanation separate from an estimate of release time. Classification, duties and filing decisions should follow the designated broker’s review rather than an agent inferring an answer from a previous shipment.

what comes off the call

The shipment enquiry and document record

Keep each document request tied to the shipment and the broker reviewing it.

Verified client, shipment and customs-entry references
Destination, trade lane and latest confirmed shipment status
Exact document requested, version received and collection channel

Missing information and the contact responsible for supplying it
Broker review owner, handoff time and confirmed decision
Client update sent and the next agreed follow-up

For freight movement and delivery enquiries, see logistics customer support.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Does the support workflow include customs classification or filing?

This intake proposal covers client communication and document coordination. Agree any professional customs work separately with the responsible broker, including authority, access and review requirements. A document being collected or a ticket assigned does not mean an entry has been filed or goods released.

How should a missing-document case be tracked?

Record the shipment reference, exact document requested, version received, responsible contact and next update. Forward the file through the agreed channel for broker review and keep the client informed of confirmed status. Do not promise release based only on receipt of the document.

compliance

Trade Compliance

Your import and export operations meet customs and trade regulations.

Customs entry filing and compliance verification
HTS tariff classification and duty rate advisory
Free Trade Agreement qualification and certificate management
Anti-dumping and countervailing duty assessment
Foreign Trade Zone and bonded warehouse advisory
Import Security Filing (ISF) and C-TPAT compliance

also worth reading

start

Review your importer enquiry and document-handoff process

Bring a clearance-status enquiry and a missing-document case. We will map support responsibilities and broker review points.

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