Client Care Manager – Licensed Customs Broker

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

📋 Description

• Oversee a team dedicated to delivering timely, compliant, and outstanding client service.

• Mentor and develop team members through constructive feedback, goal-setting, and performance discussions.

• Manage schedules, staffing requirements, workloads, and coverage needs.

• Conduct team meetings to communicate priorities, expectations, regulatory updates, and business objectives.

• Identify skill gaps, formulate development plans, and enhance technical knowledge.

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

• Foster client relationships through proactive communication and effective problem-solving.

• Act as an escalation point and coordinate solutions for client challenges.

• Collaborate with CBP, Partner Government Agencies, freight forwarders, clients, vendors, and internal teams.

• Ensure client Standard Operating Procedures (SOPs) are precise, current, and consistently adhered to.

• Lead major client visits and partake in business reviews and follow-up action planning.

• Assist with new-client onboarding, system integration, database setup, reporting, and SOP creation.

• Engage in client training, software demonstrations, retention strategies, and the introduction of suitable solutions.

• Ensure compliance of import and export activities with CBP, PGA, and regulatory standards.

• Supervise quality control processes, high-duty entry checks, reporting, census alerts, entry audits, corrections, and exception workflows.

• Analyze production and error reports to detect trends, root causes, and necessary corrective actions.

• Provide direct support for tariff inquiries, HTS verification, new-part assessments, entry issues, and database accuracy.

• Stay updated on regulatory changes, industry advancements, and internal procedures.

• Identify opportunities for process enhancements, efficiency improvements, quality upgrades, and responsible use of automation and AI tools.

• Work collaboratively with Operations, Trade Services, Billing, Innovation, Training, and other departments.

⛳️ Requirements

• A minimum of 5 years of experience in customs brokerage, trade, or a related field.

• Proven experience in leading, coaching, or developing team members.

• Possession of the Certified Customs Specialist (CCS) designation.

• Strong working knowledge of U.S. customs brokerage operations and regulatory requirements.

• Active U.S. Customs Broker License is required for remote candidates.

• Excellent people leadership, coaching, and team development abilities.

• Exceptional skills in client service and relationship management.

• Sound judgment with the capacity to make timely and objective decisions.

• Strong analytical, troubleshooting, and conflict resolution capabilities.

• Ability to manage competing priorities and deadlines in a dynamic customs environment.

• Confidence in communication with clients, colleagues, leadership, regulatory agencies, and business partners.

• Advanced understanding of U.S. Customs regulations.

• Strong knowledge of HTS classification, GRIs, General Notes, Explanatory Notes, PGA requirements, and customs entry/invoice requirements.

• Familiarity with customs brokerage software and Electronic Data Interchange (EDI).

• Proficient in Microsoft Outlook, Word, Excel, Copilot, and emerging AI-driven tools.

• Ability to operate independently while collaborating effectively across departments.

• Remote candidates must hold an active U.S. Customs Broker License.

• Must be flexible with respect to travel within the U.S.

🏝️ Benefits

• Performance-based bonus program.

• Flexibility for remote work.

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

• Ongoing educational opportunities through an internal university and leadership development programs.

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

• Approximately 15–20% travel for client visits and business requirements.

• On-call after-hours support on a rotational or as-needed basis.

• Up to two statutory holidays may be required each year.