Client Care Manager – Licensed Customs Broker

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Supervise the daily operations of a client care team

• Guarantee prompt, compliant, and outstanding service while maintaining balanced workloads

• Guide, coach, mentor, and enhance the skills of team members managing regulatory guidance, audits, and data management

• Develop schedules, lead team huddles, establish goals, conduct performance evaluations, and provide coaching

• Assess training needs and implement training programs in collaboration with the US Trainer

• Engage in hiring, staffing evaluations, and planning departmental training

• Foster and sustain long-term client relationships through proactive communication and retention strategies

• Act as the main escalation point for client concerns and ensure prompt resolution

• Work alongside CBP, freight forwarders, partner government agencies, clients, and other stakeholders to address entry issues

• Develop, maintain, and ensure the accuracy of SOPs for key accounts

• Organize MARP annual client visits and complete necessary reporting

• Participate in Team Business Reviews and follow up on action planning

• Assist with new client onboarding, including systems integration, database setup, SOP development, and reporting

• Take part in client training, software demonstrations, and cross-selling opportunities

• Conduct client exit interviews and support retention initiatives

• Ensure compliance of import and export transactions with CBP, PGA, and relevant regulations

• Promote operational efficiency, automation, continuous improvement, and the adoption of emerging technologies like AI

• Oversee quality control processes, high-duty entry checks, 7th-day reports, census alerts, and exception workflows

• Aid in database management, HTS verification, and evaluations of new parts

• Address tariff inquiries, entry audits, corrections, and exceptions

• Analyze production and error reports, communicating trends and corrective measures

• Relay regulatory, industry, and SOP updates to the team

• Collaborate with Operations, Trade Services, Billing, Innovation, and other departments

• Attend US Managers Meetings and partake in improvement initiatives

• Provide after-hours support on a rotational or as-needed basis

⛳️ Requirements

• Minimum of 5 years of relevant experience

• Licensed Customs Broker Designation is REQUIRED for consideration for remote positions

• Certified Customs Specialist (CCS) Designation

• In-depth understanding of U.S. Customs regulations

• Advanced knowledge of HTS classification, GRI/GN rules, and explanatory notes

• Extensive knowledge of PGA requirements and data elements

• Proficient understanding of entry/invoice requirements

• Experience with customs brokerage software systems

• Familiarity with EDI and emerging technologies, including AI-enabled tools

• Proficient in Microsoft Office, including Outlook, Word, Excel, and Copilot

• Strong technological aptitude

• Capacity to address diverse client needs and varying SOP requirements

• Ability to work independently, meet tight deadlines, and handle stress effectively

• Excellent analytical, problem-solving, conflict-resolution, leadership, team-building, motivational, written, verbal, and client-service skills

🏝️ Benefits

• Performance-driven bonus program

• Comprehensive subsidized health, dental, vision, short- and long-term disability, and life & AD&D coverage

• Support for work-life balance through Giveback Committee, Social Committee, and Cultural Ambassadors

• Access to an internal university

• Leadership development program

• Scheduled salary reviews

• Remote work options available for candidates with the required Licensed Customs Broker Designation

• Travel opportunities (15–20%)