Client Care Manager- Licensed Customs Broker

Join a Best-Managed Employer as a Client Care Manager At GHY, we don’t just move goods across borders — we move possibilities forward. As a “Best-Managed” Employer, we’re proud to be a family-led organization where people genuinely care about their work, their clients, and one another.   For over a century, we’ve been helping importers and exporters trade confidently in global markets. With offices across Canada and the United States — including Toronto, Emerson, Winnipeg, Calgary, Vancouver, North Dakota, and South Carolina — GHY continues to grow through integrity, innovation, and care. About the Role: Reporting to the US Director of Operations, the Client Care Manager oversees the day-to-day activities of a team that delivers on timely, compliant, and exceptional service. The Client Care Manager works with their team to ensure a balanced workload, supports regulatory compliance, proactive client engagement and operational excellence. In addition, he/she is responsible for collaborating across departments to support training, process improvement, and continuous advancement of GHY’s CARE values.   What You’ll Do: Leadership & Team Development - Provide hands‑on leadership that fosters a culture of accountability, excitement, client intimacy, and service excellence. - Lead, coach, mentor, and develop team members responsible for regulatory guidance, audit activities and data management. - Create and manage work schedules to ensure adequate coverage and balanced workloads. - Facilitate scheduled team huddles, goal setting, performance discussion and ongoing coaching. - Partner with the US Trainer to identify training needs, execute training plans, and support continual skill development. - Participate in hiring, staffing assessments and departmental training planning. Client Relationship Management - Build and maintain strong, long‑lasting client relationships through proactive communication, problem‑solving, and retention strategies. - Serve as the primary escalation point for client issues; provide timely resolution and clear communication. - Collaborate with US Customs and Border Protection (CBP), freight forwarders, partner government agencies (PGAs), clients and other partners to resolve entry issues. - Ensure creation, maintenance, and accuracy of Standard Operating Procedures (SOPs), especially for all major accounts. - Ensure consistent application of the CARE model throughout all client interactions. - Prepare for, schedule, and facilitate Major Account Relationship Program (MARP) annual client visits (in-person preferred) and complete the required reporting. - Participate in Team Business Reviews (TBR) and follow‑up action planning. - Support new client onboarding in collaboration with Business Development, including systems integration, database setup, SOP development, and reporting requirements. - Participate in client training sessions, software demos (Broker Software, GHY Classify, etc.), and cross‑selling opportunities. - Conduct client exit interviews and support retention strategies as required. Operational Excellence & Compliance - Ensure import and export transactions comply with CBP, PGA, and all applicable regulatory requirements. - Identify and champion opportunities for operational efficiency, automation, and continuous improvement, including emerging technologies such as AI. - Maintain advanced working knowledge of U.S. Customs regulations, tariff classification, PGA requirements, and invoice requirements. - Monitor quality control processes, including high‑duty entry checks, 7th‑day reports, census warning resolution, and exception workflows. - Support accurate database management, including HTS verification and new part reviews. - Provide oversight and hands-on assistance for tariff inquiries, entry audits, corrections and exceptions. - Review monthly production and error reports; communicate trends and corrective actions. - Stay current on regulatory changes, industry developments, and internal SOP updates; communicate relevant updates to the team. - Collaborate with Operations, Trade Services, Billing, Innovation, and other departments to resolve issues and strengthen processes. - Participate in US Managers Meetings and contribute to improvement initiatives. - Support after‑hours needs on a rotational or as‑needed basis.   What You Bring:         - Ability to represent GHY professionally and act as the voice of the company with clients and colleagues. - Detail‑oriented, logical decision‑maker with strong prioritization skills in a fast‑paced environment. - Excellent analytical, problem‑solving, and conflict‑resolution capabilities. - Strong team‑building, leadership and motivational skills. - Exceptional client service orientation. - Strong written and verbal communication skills—friendly, positive, and effective. - Ability to self‑motivate, manage tight deadlines, and work independently. - Advanced knowledge of: - S. Customs regulations - HTS classification, GRI/GN rules, explanatory notes - PGA requirements and data elements - Entry/invoice requirements - Experience working with customs brokerage software systems. - Familiarity with EDI and emerging technologies (including AI‑enabled tools). - Proficiency with Microsoft Office (Outlook, Word, Excel. Co-Pilot); strong comfort with technology. - Ability to navigate diverse client needs and adapt to varied SOP requirements. - Tolerance for adversity and the ability to handle stress in a positive, solutions‑oriented way. Experience & Education: - 5+ years of related experience - Licensed Customs Broker Designation REQUIRED to be considered for remote role  - Certified Customs Specialist (CCS) Designation  Working Conditions: - Sitting at desk, 75% - Standing at counter/machine, 5% - Travel, 15-20% - Participation in after‑hours on‑call rotation may be required. - Up to two statutory holidays may be required annually. Position Classification: Wage dependent upon experience. Why You’ll Love Working Here: - We CARE: Our values guide everything we do — Clients are our focus, Associates matter, Relentlessly serving traders, Excellence and innovation in all we do. - Work-Life Balance: Flexibility and connection matter. Our Giveback Committee, Social Committee, and Cultural Ambassadors keep our teams supported, engaged, and inspired. - Competitive Compensation: Fair pay through scheduled salary assessments and a performance-based bonus program. - Excellent Benefits: Comprehensive, subsidized health, dental, vision, short- and long-term disability, and life & AD&D coverage. - Growth & Development: Access to our internal university, leadership development program   We are an equal opportunity employer and value diversity. All employment is decided based on qualifications, merit, and business need.