Client Care Manager- Licensed Customs Broker (#2626)
About The Position
GHY is hiring a Client Care Manager to lead a team delivering timely, compliant, and exceptional service to its clients in U.S. customs operations. Reporting to the U.S. Director of Operations, the manager balances people leadership, client relationships, and operational excellence while staying connected to customs work. The role involves coaching and developing team members, managing workloads and service delivery, serving as a client escalation point, and ensuring customs activity meets regulatory and quality standards. The manager also works across GHY to improve processes, strengthen training, support new clients, and identify ways to make work more efficient and effective. The position is flexible within the U.S. and supports remote work. Remote candidates must hold an active U.S. Customs Broker License. Travel is approximately 15–20%, including client visits and business needs. After-hours support may be required on a rotational or as-needed basis, and up to two statutory holidays may be required annually. Starting compensation is $60,000, based on experience.
Requirements
- At least 5 years of customs brokerage, trade, or related industry experience.
- Experience leading, coaching, or developing others.
- Certified Customs Specialist (CCS) designation.
- Strong working knowledge of U.S. customs brokerage operations and regulatory requirements.
- Active U.S. Customs Broker License for remote candidates.
- Strong people leadership, coaching, and team-development skills.
- Exceptional client service and relationship-management abilities.
- Sound judgment and the ability to make timely, objective decisions.
- Strong analytical, troubleshooting, and conflict-resolution skills.
- Ability to manage competing priorities and deadlines in a fast-moving customs environment.
- Confidence communicating with clients, associates, leadership, regulatory agencies, and business partners.
- Advanced knowledge of U.S. Customs regulations.
- Strong understanding of HTS classification, GRIs, General Notes, Explanatory Notes, PGA requirements, and customs entry and invoice requirements.
- Experience with customs brokerage software and EDI.
- Comfort with Microsoft Outlook, Word, Excel, Copilot, and emerging AI-enabled tools.
- Ability to lead independently while collaborating effectively across departments.
Responsibilities
- Build a team culture centered on accountability, collaboration, client care, and service excellence.
- Coach and develop associates through regular feedback, mentoring, goal-setting, and performance conversations.
- Manage schedules, coverage, workloads, and staffing needs to ensure consistent client support.
- Lead team huddles and communicate priorities, expectations, regulatory updates, and business needs.
- Partner with the U.S. Trainer to identify skill gaps, create development plans, and strengthen technical knowledge.
- Participate in hiring, staffing assessments, onboarding, and departmental training planning.
- Develop client partnerships through proactive communication, problem-solving, and understanding client needs.
- Act as an escalation point, coordinate solutions, and keep clients informed about next steps.
- Coordinate with CBP, Partner Government Agencies, freight forwarders, clients, vendors, and GHY teams to resolve complex issues.
- Ensure major-account client SOPs are accurate, current, and consistently followed.
- Lead Major Account Relationship Program client visits and participate in business reviews and follow-up action planning.
- Partner with Business Development on new-client onboarding, systems integration, database setup, reporting, and SOP development.
- Participate in client training, software demonstrations, retention initiatives, and appropriate opportunities to introduce additional GHY solutions.
- Ensure import and export activities align with CBP, PGA, and applicable regulatory requirements.
- Oversee quality-control processes, high-duty entry checks, reporting, census warnings, entry audits, corrections, and exception workflows.
- Review production and error reporting to identify trends, determine root causes, and drive corrective action.
- Provide hands-on support with tariff questions, HTS verification, new-part reviews, entry issues, and database accuracy.
- Stay current on regulatory changes, industry developments, and internal procedures, and provide clear direction to the team.
- Identify opportunities to simplify processes, increase efficiency, improve quality, and responsibly use automation and AI-enabled tools.
- Collaborate across Operations, Trade Services, Billing, Innovation, Training, and other teams to solve problems and improve the client experience.
- Participate in after-hours support on a rotational or as-needed basis and work up to two statutory holidays annually when required.
Benefits
- Competitive compensation with scheduled salary assessments and a performance-based bonus program.
- Comprehensive, subsidized health, dental, vision, short- and long-term disability, and life and AD&D coverage.
- Ongoing learning through an internal university and leadership development programming.
- Opportunities to connect and contribute through the Giveback Committee, Social Committee, and Cultural Ambassadors.
- Remote-work flexibility.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
