Client Care Manager

GHY International

2d • $63,000 - $90,000 • Hybrid

About The Position

Reporting to the US Director of Operations, the Client Care Manager oversees the day-to-day activities of a team that delivers on timely and compliant entry processing while providing outstanding service to our clients. The Client Care Manager works with their team to ensure a balanced workload and works in collaboration with other departments to provide resources, training, and opportunities for associates to grow, learn and be successful. In addition, he/she is responsible for building and maintaining strong, long-lasting relationships with our clients.
What You’ll Do:

Hands-on leadership focused on driving a culture of excitement and accountability with an emphasis on timely release, compliance, and client intimacy

Managing, coaching, and mentoring a team of Coordinators, Customs Import Specialists and Trade Specialists

Creating work schedules that ensure adequate coverage across the team

Working closely with the US Trainer to identify training needs and execute training plans

Assisting the team with yearly action planning and goal setting and encouraging successful completion

Facilitating daily team huddles

Collaborating with other managers and departments to resolve issues, streamline processes and identify and plan for training as well as staffing needs

Ensuring all import and export transactions are processed timely and in compliance with CBP and PGA regulations and requirements

Communicating with CBP, clients, freight forwarders and other government agencies to provide requested information and/or resolve shipment issues and holds timely

Working with clients to resolve problems/issues, answer questions and provide day-to-day client care
Attend and lead Major Account Relationship Program (MARP) meetings with clients, which may require travel to client offices
Conduct Team Business Reviews to demonstrate the productivity and effectiveness of your team overall and provide recommendations for future resourcing, which may require travel to other GHY offices
Collaborate with the main contacts from our partner, Century Distribution Systems

Requirements

• Demonstrates a strong track record of success in their current position
• Has the ability to represent GHY and be the voice of the company while interacting with clients and colleagues in a professional, collaborative manner
• Is detail oriented and logical with the ability to make objective business decisions and prioritize work in a fast-paced environment
• Has excellent analytical and problem-solving skills and the ability to manage conflicting priorities
• Has strong teambuilding skills
• Has exceptional client service skills
• Can self-motivate and work independently
• Has strong, friendly, upbeat verbal and written communication skills
• Can proactively recognize problems and work to resolve them
• Has advanced knowledge of US Customs rules and regulations
• Has advanced knowledge of Invoice (entry) requirements
• Has advanced knowledge of PGA requirements and data elements required for entry
• Has advanced knowledge of tariff classification, GRI’s, GN’s and explanatory notes
• Is experienced with customs brokerage software
• Is proficient in Outlook, Word, and Excel
• Has a tolerance to adversity and the capability to handle stress in a positive manner
• Has the ability to productively work within tight deadlines
• Has experience successfully navigating different client nuances and SOP’s
• Has experience with export filing requirements
• Certified Customs Specialist (CCS) Designation
• 5+ years of related experience

Nice To Haves

• Licensed Customs Broker preferred (or plan to obtain license within 18 months of hire)

Responsibilities

• Hands-on leadership focused on driving a culture of excitement and accountability with an emphasis on timely release, compliance, and client intimacy
• Managing, coaching, and mentoring a team of Coordinators, Customs Import Specialists and Trade Specialists
• Creating work schedules that ensure adequate coverage across the team
• Working closely with the US Trainer to identify training needs and execute training plans
• Assisting the team with yearly action planning and goal setting and encouraging successful completion
• Facilitating daily team huddles
• Collaborating with other managers and departments to resolve issues, streamline processes and identify and plan for training as well as staffing needs
• Ensuring all import and export transactions are processed timely and in compliance with CBP and PGA regulations and requirements
• Communicating with CBP, clients, freight forwarders and other government agencies to provide requested information and/or resolve shipment issues and holds timely
• Working with clients to resolve problems/issues, answer questions and provide day-to-day client care
• Attend and lead Major Account Relationship Program (MARP) meetings with clients, which may require travel to client offices
• Conduct Team Business Reviews to demonstrate the productivity and effectiveness of your team overall and provide recommendations for future resourcing, which may require travel to other GHY offices
• Collaborate with the main contacts from our partner, Century Distribution Systems

Benefits

• Flexibility and connection matter. Our Giveback Committee, Social Committee, and Cultural Ambassadors keep our teams supported, engaged, and inspired.
• Fair pay through scheduled salary assessments and a performance-based bonus program.
• Comprehensive, subsidized health, dental, vision, short- and long-term disability, and life & AD&D coverage.
• Access to our internal university, leadership development program

What This Job Offers

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