Client Care Manager- Licensed Customs Broker (#2626)

GHY International • Charlotte, NC

3d • Remote

About The Position

The Client Care Manager leads a team responsible for delivering timely, compliant, and exceptional service to GHY clients. Reporting to the U.S. Director of Operations, this role balances people leadership, client relationships, and operational excellence. The manager coaches and develops team members, oversees workload and service delivery, serves as a client escalation point, and ensures customs activity meets regulatory and quality standards. The role also collaborates across GHY to improve processes, strengthen training, support new clients, and identify ways to work more efficiently and effectively.

This is a hands-on leadership opportunity for an experienced customs professional. The Client Care Manager leads team culture and development, manages schedules and staffing, supports client relationships and major accounts, coordinates complex issue resolution, and participates in client onboarding and business reviews. The role oversees quality-control processes and compliance for import and export activity, analyzes production and error data, provides technical support on customs matters, and keeps the team current on regulatory and industry changes. The manager works with Operations, Trade Services, Billing, Innovation, Training, and other groups to improve the client experience.

The position is flexible within the United States, with remote work available to candidates who hold an active U.S. Customs Broker License. Travel is approximately 15–20%, and rotational or as-needed after-hours support may be required. 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.
• 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 working with customs brokerage software and EDI.
• Comfort using Microsoft Outlook, Word, Excel, Copilot, and emerging AI-enabled tools.
• Strong people leadership, coaching, and team-development skills.
• Exceptional client service and relationship-management abilities.
• Sound judgment and 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.
• Ability to lead independently and collaborate effectively across departments.
• An active U.S. Customs Broker License is required for remote candidates.

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, develop training 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.
• Serve as an escalation point, coordinate solutions, and communicate next steps to clients.
• Coordinate with CBP, Partner Government Agencies, freight forwarders, clients, vendors, and internal 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 planning.
• Partner with Business Development to onboard new clients, including systems integration, database setup, reporting, and SOP development.
• Participate in client training, software demonstrations, retention initiatives, and appropriate opportunities to introduce GHY solutions.
• Ensure import and export activities comply 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, identify trends and root causes, and drive corrective action.
• Provide hands-on support for tariff questions, HTS verification, new-part reviews, entry issues, and database accuracy.
• Monitor regulatory changes, industry developments, and internal procedures, and communicate clear direction to the team.
• Identify opportunities to simplify processes, improve efficiency and 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.

Benefits

• 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 participate through the Giveback Committee, Social Committee, and Cultural Ambassadors.
• Remote work flexibility.
• Scheduled salary assessments.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed