Client Care Manager – Licensed Customs Broker

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

📋 Description

• Lead and cultivate a team dedicated to delivering timely, compliant, and exceptional client service.

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

• Oversee schedules, staffing needs, workloads, team huddles, and prioritization.

• Collaborate with the U.S. Trainer on identifying skill gaps, developing training plans, technical knowledge, hiring, onboarding, and training strategy.

• Establish and nurture client partnerships through proactive communication and effective problem-solving.

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

• Work alongside CBP, Partner Government Agencies, freight forwarders, clients, vendors, and internal teams.

• Ensure that major account SOPs are accurate, up-to-date, and adhered to.

• Lead client visits for the Major Account Relationship Program and engage in business reviews and follow-up planning.

• Assist in onboarding new clients, systems integration, database setup, reporting, and SOP creation.

• Take part in client training, software demonstrations, retention initiatives, and introductions to additional GHY solutions.

• Ensure compliance with CBP, PGA, and applicable regulatory requirements for import and export activities.

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

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

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

• Keep abreast of regulatory changes, industry trends, and internal processes, and translate them into team directives.

• Enhance processes, efficiency, quality, automation, and the utilization of AI-enabled tools.

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

⛳️ Requirements

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

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

• Certified Customs Specialist (CCS) designation is required.

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

• An active U.S. Customs Broker License is necessary for remote candidates.

• Advanced understanding of U.S. Customs regulations.

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

• Familiarity with customs brokerage software and EDI.

• Proficiency in Microsoft Outlook, Word, Excel, Copilot, and emerging AI-enabled tools.

• Strong skills in people leadership, coaching, and team development.

• Outstanding client service and relationship management capabilities.

• Good judgment and the ability to make timely, objective decisions.

• Strong analytical, troubleshooting, and conflict resolution skills.

• Capability to manage competing priorities and deadlines in a fast-paced customs environment.

• Ability to communicate confidently with clients, colleagues, leadership, regulatory bodies, and business partners.

• Capacity to lead independently while collaborating effectively across various departments.

• Willingness to travel approximately 15–20% of the time.

• Availability for rotational or as-needed after-hours support.

• Willingness to work up to two statutory holidays each year.

🏝️ Benefits

• Performance-driven bonus program.

• Flexibility to work remotely.

• Comprehensive health coverage with subsidies.

• Dental insurance.

• Vision insurance.

• Short- and long-term disability coverage.

• Life and Accidental Death & Dismemberment (AD&D) insurance.

• Continuous learning opportunities through our internal university.

• Leadership development programs.

• Opportunities to participate in the Giveback Committee.

• Involvement in Social Committee activities.

• Roles available as Cultural Ambassadors.