Client Care Manager – Licensed Customs Broker

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

📋 Description

• Supervise the daily operations of a client care team.

• Guarantee timely, compliant, and outstanding service delivery.

• Manage team workloads while ensuring regulatory compliance and proactive client engagement.

• Lead, coach, mentor, and develop team members who provide regulatory guidance, conduct audits, and manage data.

• Create work schedules, facilitate team meetings, set objectives, conduct performance evaluations, and offer ongoing coaching.

• Identify training requirements and implement training plans in collaboration with the US Trainer.

• Engage in hiring processes, staffing evaluations, and departmental training development.

• Foster and maintain long-term client relationships through proactive communication, effective problem-solving, and retention strategies.

• Act as the main escalation point for client-related issues.

• Collaborate with CBP, PGAs, freight forwarders, clients, and other stakeholders to resolve entry challenges.

• Develop, maintain, and ensure the accuracy of Standard Operating Procedures (SOPs) for major accounts.

• Organize MARP annual client visits and complete necessary reporting.

• Engage in TBRs and participate in follow-up action planning.

• Assist in onboarding new clients, integrating systems, setting up databases, developing SOPs, and reporting.

• Involve in client training, software demonstrations, and cross-selling opportunities.

• Conduct client exit interviews and support retention strategies.

• Ensure that import and export transactions adhere to CBP, PGA, and relevant regulations.

• Advocate for operational efficiency, automation, continuous improvement, and the integration of emerging AI technologies.

• Oversee quality control processes, including high-duty entry checks, 7th-day reports, census warning resolutions, and exception workflows.

• Provide support and hands-on assistance for tariff inquiries, entry audits, corrections, and exceptions.

• Review production and error reports, communicating trends and corrective measures.

• Stay updated on regulatory changes, industry advancements, and SOP modifications.

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

• Participate in US Managers Meetings and 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 to qualify for the remote position.

• Certified Customs Specialist (CCS) Designation.

• Extensive knowledge of U.S. Customs regulations.

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

• In-depth knowledge of PGA requirements and data elements.

• Proficient in entry and 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 Co-Pilot.

• Strong technology proficiency.

• Knowledge of HTS verification and database management.

• Ability to address diverse client needs and varying SOP requirements.

• Strong analytical, problem-solving, conflict-resolution, leadership, team-building, prioritization, and communication skills.

• Capacity to manage tight deadlines, work independently, self-motivate, and maintain a positive approach under stress.

• Willingness to participate in after-hours on-call rotation.

• Availability to work up to two statutory holidays annually.

🏝️ Benefits

• Performance-based bonus program.

• Scheduled salary reviews.

• Comprehensive, subsidized health insurance.

• Dental insurance.

• Vision insurance.

• Short- and long-term disability coverage.

• Life and AD&D insurance.

• Initiatives to promote work-life balance.

• Participation in the Giveback Committee, Social Committee, and Cultural Ambassadors.

• Access to an internal university.

• Leadership development program.

• Flexible work arrangements.

• Eligibility for remote work for Licensed Customs Brokers.

• Opportunities and requirements for travel.