Client Care Manager- Licensed Customs Broker (#2626)

GHY International • Fargo, ND

3d • Remote

About The Position

The Client Care Manager leads a team responsible for providing timely, compliant, and exceptional service to GHY clients. Reporting to the U.S. Director of Operations, the manager balances people leadership, client relationships, and operational excellence. The role includes coaching and developing associates, 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.

This is a hands-on leadership role for an experienced customs professional who can develop people while remaining connected to customs operations. The position is flexible within the United States and may be performed remotely by candidates holding an active U.S. Customs Broker License. Travel is approximately 15–20%, and after-hours support may be required on a rotational or as-needed basis. 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 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.
• Ability to lead independently and collaborate effectively across departments.
• Remote candidates must hold an active U.S. Customs Broker License.

Responsibilities

• Build a team culture focused on accountability, collaboration, client care, and service excellence.
• Coach and develop associates through feedback, mentoring, goal-setting, and performance conversations.
• Manage schedules, coverage, workloads, and staffing needs to provide 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, plan development, 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 to client challenges, and communicate next steps.
• Work 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 action 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 additional 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 reports, 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 translate them into clear team direction.
• Identify opportunities to simplify processes, improve efficiency and quality, and responsibly use automation and AI-enabled tools.
• Collaborate with Operations, Trade Services, Billing, Innovation, Training, and other teams to solve problems and improve the client experience.

Benefits

• Remote work flexibility.
• Performance-based bonus program and scheduled salary assessments.
• 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.

What This Job Offers

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