Challenges and Coping Strategies of Frontline Customs Brokers in the Efficient Facilitation of Essential Goods During the Covid-19 Pandemic

The COVID-19 pandemic has significantly altered how individuals engage in work activities and navigate their daily lives. This includes customs brokers who served as frontline facilitators during the Covid-19 pandemic. They played a crucial role in ensuring the facilitation of essential goods during this challenging time. However, they encountered various challenges in their workplace, including safety protocols, prompting this study to explore how they coped up, specifically on the strategies undertaken. Hence, this study aimed to investigate if there were significant differences in the challenges faced by frontline customs brokers, as well as on their coping strategies in efficiently facilitating essential goods during the pandemic. Using online data gathering through Google Form, the study involved 30 frontline customs brokers, predominantly female, aged between 20-30 years, with the majority having four years or less of experience in the profession. Based on the results, the challenges encountered by the front-line customs brokers were difficulties in online transactions and transportation. Challenges related to customs clearance, online transactions, and transportation of essential goods were prevalent, with varying degrees of agreement among respondents. Safety-related challenges, such as unsanitary facilities, were also highlighted. On the other hand, coping strategies, like familiarizing with virtual meeting applications, utilizing shuttle services, and utilizing Inter-Agency Task Force (IATF) IDs for easing transportation barriers were mostly applied. Future research could further explore the effectiveness of specific coping strategies and identify additional measures to support customs brokers in their vital role during times of crisis.