Delivering High-Touch Customs Brokerage for Small-to-Mid-Size Importers

Client

Multiple U.S. Importers with 200–1,000 Annual Entries

Challenge

Several small-to-mid-size importers processing between 200 and 1,000 customs entries per year were facing increased entry complexity driven by evolving tariffs, classification challenges, and heightened CBP enforcement. As tariff programs expanded, individual entries required more time for review, validation, and compliance oversight.

This increased complexity placed significant strain on brokerage providers operating with lean staffing models. Many large, multinational brokers were forced to reallocate resources as entries took longer to process, resulting in a shift in prioritization toward their largest, highest-volume accounts. As a result, mid-size importers experienced reduced responsiveness, limited proactive guidance, and minimal customization of services, despite facing the same compliance risks as larger importers.

Solution

J.M. Rodgers applied a high-touch, client-focused brokerage approach across multiple customers fitting this profile. The JMR team took the time to understand each importer’s business model, product mix, and compliance challenges, providing hands-on support tailored to individual needs.

JMR worked collaboratively with customers to develop practical solutions, including process improvements and targeted automation to streamline entry workflows while maintaining appropriate manual review and compliance oversight. Rather than a one-size-fits-all model, JMR delivered customized service aligned to each customer’s operational reality.

While this approach required a higher service investment than purely transactional brokerage models, customers recognized the value of enhanced accuracy, responsiveness, and compliance support.

Outcome

• Improved service levels and response times across multiple importers
• Increased entry accuracy and reduced compliance and enforcement risk
• Customized workflows supporting efficiency and scalability
• Greater confidence in navigating tariff-driven regulatory complexity
• Stronger long-term partnerships built on trust and accountability

Key Takeaways

• Tariffs have increased the time and expertise required to process individual entries
• Lean staffing models struggle to absorb tariff-driven complexity
• Mid-size importers often face the same compliance risks as large enterprises
• High-touch brokerage models deliver value that outweighs per-entry cost differences