Client Care Manager- Licensed Customs Broker (#2626)

GHY International is hiring a Client Care Manager to lead a team delivering timely, compliant, and exceptional service to clients. The role combines team development, client relationship management, customs operations oversight, and continuous improvement of service quality and compliance.

Responsibilities:

• Build a strong team culture. Create an environment centered on accountability, collaboration, client care, and service excellence
• Coach people to grow. Provide regular feedback, mentoring, goal-setting, and performance conversations that help associates build confidence and capability
• Keep the team balanced. Manage schedules, coverage, workloads, and staffing needs to ensure clients receive consistent support
• Create connection. Lead team huddles and keep associates informed about priorities, expectations, regulatory updates, and business needs
• Build capability. Partner with GHY's U.S. Trainer to identify skill gaps, create development plans, and strengthen technical knowledge across the team
• Build the right team. Participate in hiring, staffing assessments, onboarding, and departmental training planning
• Build relationships that last. Develop strong client partnerships through proactive communication, problem-solving, and a genuine understanding of client needs
• Be the escalation point clients can count on. Step in when challenges arise, coordinate solutions, and make sure clients know what happens next
• Bring the right people together. Work with CBP, Partner Government Agencies, freight forwarders, clients, vendors, and internal GHY teams to resolve complex issues
• Know your major accounts. Ensure client SOPs are accurate, current, and consistently followed
• Stay connected. Lead Major Account Relationship Program client visits and participate in business reviews and follow-up action planning
• Set new clients up for success. Partner with Business Development on onboarding, systems integration, database setup, reporting, and SOP development
• Create additional value. Participate in client training, software demonstrations, retention initiatives, and appropriate opportunities to introduce additional GHY solutions
• Protect quality and compliance. Ensure import and export activities align with CBP, PGA, and applicable regulatory requirements
• Know where the risks are. Oversee quality-control processes, high-duty entry checks, reporting, census warnings, entry audits, corrections, and exception workflows
• Use the data. Review production and error reporting to identify trends, determine root causes, and drive corrective action
• Stay close to the details. Provide hands-on support for tariff questions, HTS verification, new-part reviews, entry issues, and database accuracy when your team needs additional expertise
• Keep your team informed. Stay current on regulatory changes, industry developments, and internal procedures and translate them into clear direction for the team
• Make the work better. Identify opportunities to simplify processes, increase efficiency, improve quality, and responsibly leverage automation and AI-enabled tools
• Work across GHY. Collaborate with Operations, Trade Services, Billing, Innovation, Training, and other teams to solve problems and continuously improve the client experience

Requirements:

• 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
• The 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/invoice requirements
• Experience working with customs brokerage software and EDI
• Comfort with technology, including Microsoft Outlook, Word, Excel, Copilot, and emerging AI-enabled tools
• The ability to lead independently while collaborating effectively across departments
• 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 required for remote candidates