User Testimonial - Jordan Saud from DB Schenker

1. The "before": Daily work and pain points

Willem:
Can you describe your role within Schenker when you were working in the customs department before Customaite?

Jordan:
I was a Customs Team Leader responsible for maximising the productivity of a team of six declarants. A typical day involved assigning shipments to team members based on their skill level and speed. I also supported them throughout the day by preparing larger or more complex shipments, often creating pivot tables in advance to help them maintain momentum and stay focused on high-value tasks.

Willem:
What were the biggest pain points or frustrations you faced in customs declaration work?

Jordan:
The biggest frustration was the amount of time spent on non–value-added tasks. Preparing large shipments in Excel before we could even begin the declaration process was especially time consuming and inefficient.

Willem:
How much time would you estimate your team spent on repetitive tasks?

Jordan:
Across the team, it could easily add up to several hours a day. Tasks like updating HS codes from 8 to 10 digits, building pivot tables, or manually inputting the same data across multiple shipments really ate into our productivity.

2. The discovery: Finding Customaite

Willem:
How did you first hear about Customaite?

Jordan:
I first heard about Customaite when Chris visited the Immingham branch along with you and Wouter to demonstrate the system.

Willem:
What initially made you interested in trying it out?

Jordan:
I was excited by the opportunity to eliminate time-consuming, non–value-added tasks. The potential to reduce repetition and increase our declarants' productivity really stood out to me.

3. First impressions and early impact

Willem:
What was your first experience with Customaite like?

Jordan:
From the very first use, I found Customaite to be user-friendly and easy to navigate. Initially, I did wonder whether it would be worth it for the size of some of the declarations we handle, but I was curious to see the impact.

Willem:
Was there a specific “aha!” moment when you realised Customaite could really make a difference?

Jordan:
Absolutely. Once we saw the full process from start to finish, it became clear how much processing time we could save. Within the first week, we reduced the processing time of several large, regular shipments from over an hour to under ten minutes. Seeing that tangible improvement was definitely my "aha" moment.

4. The transformation: From daily tasks to strategic impact

Willem:
How has Customaite changed the way you personally work?

Jordan:
It’s been a huge shift for me. I’m no longer a Customs Team Leader, I’m now part of a team responsible for implementing Customaite and other process improvements across Europe. Without Customaite, that wouldn’t have been possible. It gave us the time and capacity to step back from the day-to-day and focus on strategic, higher-impact work.

Willem:
How has it impacted your team’s workload and efficiency?

Jordan:
My previous team experienced significant improvements. We saw increased efficiency, quicker turnaround for day-of-arrival shipments, and a noticeable boost in morale. The team became more motivated and positive, no more mind-numbing tasks like building pivot tables or repeating manual steps. It was a real transformation.

Willem:
Do you have any measurable results you can share?

Jordan:
While I don’t have the latest figures since I’ve been away from the team for nearly a year, I can say that within the first week of using Customaite, we were saving over an hour per declaration for several key customers. If I had to estimate, we were saving at least a full working day per week.

5. Advocacy and expansion

Willem:
What inspired you to start advocating for Customaite inside your company?

Jordan:
I could see the bigger picture, how Customaite could help us elevate the role of our brokers and enhance productivity across the board. I’m a motivated person who’s always looking for ways to bring out the best in people, and I knew Customaite could help make that happen.

Willem:
Can you describe how you trained or helped others start using Customaite?

Jordan:
I was involved in training from the early stages. While still a Team Leader, I trained most of the UK brokers both in person and via Teams during 2023 and 2024. Once I transitioned into my current role, I began delivering training across Europe as well, visiting sites and supporting teams directly.

Willem:
What has the reception been like from colleagues and other teams across Europe?

Jordan:
The reception has been mostly very positive. Many teams quickly saw the benefits. In some regions that were already highly productive, it took a little more convincing, but after revisiting and discussing how the system could complement their existing processes, they agreed that Customaite has made a positive impact.

6. The human side

Willem:
How does it feel to have shifted from repetitive tasks to focusing on higher-value work?

Jordan:
It’s been a fantastic shift. The repetitive, non–value-added tasks were always a point of frustration for the declarants. Now, focusing on more meaningful, high-value work feels incredibly rewarding, both personally and professionally.

Willem:
How did Customaite change your role in the organisation?

Jordan:
I’m now part of a team driving the implementation of Customaite and other process improvements across Europe. If we hadn’t adopted Customaite, the UK team wouldn’t have had the capacity to support my move into this role. I feel like I’m able to contribute far more on a broader scale than ever before.

Willem:
What do you enjoy most about using Customaite now?

Jordan:
In my new role, I love teaching the system, sharing tips and tricks, and watching users have their own ‘aha’ moments. It’s great to see people really connect with the tool and recognise how much it can help them.

7. Looking ahead

Willem:
How do you see Customaite helping your company in the future?

Jordan:
It’s already shaping our future. By integrating our internal processes with Customaite, we’re now able to stay ahead of daily demand, even preparing shipments before they arrive at the receiving terminals. That level of efficiency will only grow as the tool evolves.

Willem:
What advice would you give to other customs teams who are still doing things manually?

Jordan:
Bite the bullet and make the change. It will improve your processes and boost staff morale. The time and effort you save will far outweigh the learning curve.

8. Jordan’s final reflections

Willem:
Any last thoughts you’d like to share about your journey with Customaite?

Jordan:
The biggest lesson I’ve learned is that Customaite is a very hands-on system. The only way to get better at using it is through practice. The more you use it, the faster and more efficient you become. Don’t be afraid to step out of your comfort zone. Sometimes you need to slow down at first to speed up later.

Also, I have to highlight the incredible support from the Customaite team. They’ve been responsive, helpful, and always quick to address any questions or issues. I’m really enjoying the journey so far, and I’m looking forward to what’s next.

9. A Future built on flow

Jordan’s story is more than a successful software rollout, it’s a clear example of how the right technology, combined with the right people and mindset, can transform operations at scale. What began as a tool to eliminate repetitive customs work quickly unlocked something bigger: space to think strategically, opportunities to grow, and teams that feel more engaged and empowered.

By automating the routine, Customaite helps customs professionals focus on what really matters: solving complex cases, improving quality, and delivering value, faster and more accurately.

At DB Schenker, that meant more than time saved. It meant a new way of working, and a culture ready for the future.