It’s been 20 years since L.J. Rogers Inc. of Fall River opened its doors to help businesses across the globe import and export goods.
And while the customs brokers and freight-forwarding industry has experienced a great deal of change over the two decades, especially after 9/11, Laura Mullin, president and owner, has maintained a steady approach to how she does business.
“We’re a local, small business trying to help businesses grow their export-import businesses,” Mullin said. “We answer the phone when customers call and they know who they’re getting, rather than having to dial a 1-800 number and nobody remembers your name.”
The personal touch with customers is important to Mullin because L.J. Rogers competes with industry giants, including FedEx Corp. and UPS Inc. And because those companies are so well-known, Mullin said, it means L.J. Rogers must make up in quality customer service and reliable delivery what it lacks in name recognition.
“Importers and exporters need someone who can help them with their supply chain and managing the flow of goods, while staying in compliance with government agencies,” she explained.
Mullin grew up in New York City and got into the customs trade when she took a job at an airport after graduating. At the time, she didn’t know anything about customs, but she enjoyed it because the same day she started her boss took a flight to Hong Kong for business.
“I thought it was a great way to explore the world,” Mullin said.
Today, Mullin has customers from all over the world, and she works with foreign agents – comparable to her own position in the United States – on every continent. Her company helps cargo come in, or go out, while dealing with compliance, which is complex because each delivery must follow foreign, international, national and local laws.
Following the 9/11 terrorist attacks on the United States, industry compliance became even more complex, as the screening process intensified and brokers had to learn new laws and regulations. The rules are constantly evolving both in the United States and in other countries, which is why Mullin serves on the boards of the Boston Customs Brokers & Freight Forwarders Association and the National Customs Brokers & Forwarders Association of America to ensure she stays up-to-date on all changes.
And it’s not just the brokers who need to know, she added.
“Educating the importers and exporters too is challenging, because they feel like it’s the brokers’ jobs to be educated and they don’t need to,” she added.
Mullin also spends time trying to educate new businesses and startups about the power of selling goods in the international market. She’s resolute in her mission to stay ahead of the curve in the ever-evolving trade.
“We have to be cutting edge,” she said. •
