Jack Rutherford Customs Brokers Limited

John Rutherford, Owner and CEO, Bob Tamblyn, President

When a major American automotive manufacturer found its supply chain paralyzed and trucks idling at the border, it wasn’t one of the global logistics conglomerates that came to the rescue. Instead, the call went to a mid-sized Canadian firm: Jack Rutherford Customs Brokers Limited (part of The Rutherford Group). The company had trucks moving again within two hours on a Friday afternoon. By Monday, the automaker had entrusted them with its entire Canadian business.

This is how the firm operates. Not by scale alone, but by agility and a fierce commitment to client service. In a $10-billion Canadian customs brokerage industry dominated by faceless giants, that approach is quietly winning it business.

From Brokerage to Full-Service Partner

International trade has always been about scale. The largest brokers handle thousands of daily transactions, built on industrial efficiency and digital portals. In the process, clients, especially smaller importers, often find themselves lost in bureaucratic red tape, unable to reach a human voice when shipments stall.

Rutherford sees its opening there. “Clients come to us because they want service. They want a person to talk to,” says Bob Tamblyn, President. That deceptively simple value proposition—accessibility—has become a differentiator in a sector known more for opacity than transparency.

May Marlow, Director of Customs Compliance

Founded more than half a century ago, Rutherford built its name serving small and medium importers, defined by Canadian regulators as those with fewer than 2,500 entries a year. Over time, it has attracted multinationals, too, often dissatisfied with the rigid systems of their larger brokers.

What began as a brokerage has evolved into something closer to a full-service trade solutions group. Under the Rutherford Group banner, the company now operates bonded and FDA-approved warehouses in Michigan, a network of domestic and cross-border trucks, and a growing freight forwarding arm spanning China, Europe, and Australia. The goal is to offer importers and exporters one point of contact across the complexity of global trade.

“Clients don’t have to change their business to accommodate us,” notes May Marlow, Director of Customs Compliance. “We change to accommodate them.”

Rutherford builds the account around the client, not the other way around. Some want to review entry documents before submission; others need billing split across multiple entities, or invoicing in different currencies depending on destination. The team will configure workflows, approvals, and billing so the importer’s operations don’t have to conform to a broker’s template. That flexibility extends to compliance and audits: Rutherford frequently manages CBSA reviews, prepares files, and advocates on the client’s behalf.

Assets beyond Brokerage

Rutherford has steadily assembled infrastructure to support a one-point-of-contact promise. Under the group banner, it operates four warehousing locations, including two in Port Huron, Michigan, one for general freight and another with FDA-approved capability for food and pharmaceutical goods. Within its Canadian footprint, the parent company operates CBSA-bonded capacity and a CBSA sufferance facility. There’s also an additional general-freight site near to the Greater Toronto Area to keep cargo close to customers.

Clients don’t have to change their business to accommodate us. We change to accommodate them.

Transportation is also in-house: an international carrier runs dedicated cross-border trucks daily, complemented by a domestic fleet serving Southwestern Ontario. On the global end, Rutherford’s freight forwarding partners manage imports and exports across China, Europe, and Australia—giving clients a single team to orchestrate brokerage, storage, linehaul, and international moves.

Navigating a Shifting Regulatory Landscape

In October 2024, CARM (Canada Border Services Agency Assessment & Revenue Management) overhaul shifted the duty-and-tax burden from brokers to importers. Before CARM, brokers held large bonds, collected duties and taxes, and remitted them monthly on the client’s behalf. After CARM, importers must secure their bonds, manage their accounts, and pay the government directly, a dramatic change for thousands of businesses.

Rutherford was prepared. Anticipating the complexity, leadership greenlit a technology pivot in February 2024, selecting a premier customs platform and going live in April—months before CARM launched. That proactive move let the team coach clients through bond setup, align payment workflows, and adjust compliance processes without disrupting day-to-day clearances. “It was a massive undertaking,” Marlow says. “We read the room, made the decision quickly, and executed.” The company marked its 51st year by proving it can still turn on a dime.

Results show up in the numbers and the narratives. Rutherford secured a national tariff ruling that eliminated duty for a client’s product line, turning an ongoing cost into zero duty and saving millions over time. In another engagement, a client facing a $6 million CBSA assessment ultimately paid $1 million after Rutherford’s intervention, a tough outcome, but a $5 million swing that materially changed the business case.

Small, Personal, and Nimble

Rutherford is not content to stay still. The company is exploring acquisitions, eyeing smaller brokers whose founders are nearing retirement. It has expanded its domestic fleet in Ontario, while its international forwarding arm is carving out space in a crowded market.

The strategy is not about becoming the biggest. It is about being the most indispensable. By combining the responsiveness of a boutique with the infrastructure of a group, Rutherford aims to be the trade partner clients trust when things go wrong and when they need to grow.

In an age of global supply chain shocks, from pandemics to regulatory upheavals and cyberattacks, importers are rediscovering the value of the small, the personal, the nimble. Jack Rutherford Customs Brokers embodies that shift. It is not the largest firm in Canada. Yet it may be one of the most consequential in an industry where billions hinge on whether goods clear a border at two in the afternoon or four.

Precision, Responsiveness, and Trust in Customs Brokerage

Global trade continues to grow in complexity as regulatory frameworks expand and border authorities introduce new compliance systems. Executives responsible for import operations face a steady increase in documentation requirements, tariff classification scrutiny and financial accountability tied to duties and taxes. Customs brokerage services therefore play a central role in protecting supply chain continuity while ensuring compliance with government regulations. Canadian importers recently experienced a significant shift following the introduction of the Canada Border Services Agency’s accounts receivable management system, which transferred the responsibility for duty and tax payments directly to importers rather than brokers. That transition altered longstanding workflows and forced many organizations to build internal oversight over accounts, bonds and payment schedules. Businesses unprepared for the change faced disruptions, administrative confusion and delays at the border. A capable brokerage partner must therefore demonstrate not only regulatory expertise but also the ability to guide clients through systemic change and evolving government frameworks. Service accessibility has also become a defining factor in brokerage selection. Many importers report frustration when large brokerage networks replace direct communication with automated channels or fragmented support teams. When shipments stall or classification questions arise, import managers require immediate access to experienced professionals who can interpret rules, address documentation issues and interact directly with border authorities. Firms that combine regulatory knowledge with accessible human support often build longer and more stable client relationships. Adaptability in client engagement models further distinguishes effective brokerage services. Importers operate under widely different financial structures, billing arrangements and documentation requirements. A rigid service structure often forces clients to adjust their internal processes to accommodate the broker’s system. A more client-aligned approach instead adapts billing, reporting and submission procedures to match the importer’s existing business model. This flexibility becomes particularly valuable for organizations that manage multiple shipping destinations, diverse supplier networks or complex internal accounting requirements. Proven experience in classification strategy and regulatory advocacy also shapes long-term value. Tariff classification decisions can determine whether a product carries a duty rate or qualifies for duty-free treatment, directly influencing the landed cost of goods. Skilled brokerage teams regularly assist clients in pursuing formal rulings that clarify classification decisions and reduce uncertainty in future shipments. Regulatory negotiations during audits can also protect businesses from severe financial exposure. Even partial reductions in assessed liabilities may translate into substantial savings when disputes involve millions of dollars. Speed and reliability in crisis situations provide another measure of brokerage capability. Modern supply chains often operate under just-in-time delivery models where delays at the border can disrupt manufacturing schedules or retail inventory. When unexpected disruptions occur, importers rely on brokers that can mobilize quickly, assemble documentation and clear shipments within hours rather than days. Brokerage firms able to combine regulatory knowledge, direct communication and logistical awareness frequently become trusted partners across the broader supply chain. The Rutherford Group demonstrates these attributes through its customs brokerage operations delivered by Jack Rutherford Customs Brokers Limited, part of the broader Rutherford Group of companies. The firm focuses heavily on personalized client engagement, particularly among small and mid-volume importers while also supporting multinational organizations. Direct communication remains central to its service model, enabling clients to consult experienced staff rather than navigating automated systems. The company adapts billing structures and submission procedures to match each importer’s business structure while ensuring compliance with Canadian regulations. Its brokerage practice also supports clients during regulatory audits and classification reviews that can materially affect duty exposure. Rapid response capabilities have proven equally important, including cases where the firm restored border clearance for stalled shipments within hours after another broker experienced a system failure. That combination of regulatory expertise, client-aligned service and responsiveness positions The Rutherford Group as a strong choice for organizations evaluating customs brokerage services. ...Read more

Share this Article:

Company
Jack Rutherford Customs Brokers Limited

Management
John Rutherford, Owner and CEO, Bob Tamblyn, President and May Marlow, Director of Customs Compliance

Description
The Rutherford Group, founded in 1974 in Stratford, Ontario, is a trusted logistics provider offering customs brokerage, transportation, and warehousing solutions, combining family values with innovation to deliver reliable, customer-focused service.

The Boutique Broker That’s Beating the Giants

Clients don’t have to change their business to accommodate us. We change to accommodate them.

Deep Dive

Precision, Responsiveness, and Trust in Customs Brokerage

Logistics Transportation Review Weekly Brief

Jack Rutherford Customs Brokers Limited

The Boutique Broker That’s Beating the Giants

Clients don’t have to change their business to accommodate us. We change to accommodate them.

Deep Dive

Precision, Responsiveness, and Trust in Customs Brokerage