Client Care Manager – Licensed Customs Broker

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

📋 Description

• Supervise the daily operations of a client care team.

• Guarantee prompt, compliant, and outstanding service delivery.

• Manage workloads and ensure sufficient team coverage.

• Guide, coach, mentor, and develop team members responsible for regulatory compliance, audits, and data management.

• Develop work schedules and lead team huddles, goal-setting sessions, performance discussions, and coaching initiatives.

• Assess training requirements and implement training plans with the U.S. Trainer.

• Engage in recruitment, staffing evaluations, and training planning within the department.

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

• Act as the primary escalation point for client concerns.

• Collaborate with U.S. Customs and Border Protection, freight forwarders, partner government agencies, clients, and other stakeholders to resolve entry issues.

• Develop, maintain, and ensure the accuracy of Standard Operating Procedures.

• Organize Major Account Relationship Program annual client visits and complete reporting.

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

• Assist with new client onboarding, which includes systems integration, database setup, SOP development, and reporting requirements.

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

• Conduct client exit interviews and support retention strategies.

• Ensure that import and export transactions comply with CBP, PGA, and applicable regulations.

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

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

• Assist with database management, HTS verification, and new part reviews.

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

• Review monthly production and error reports, communicating trends and corrective actions as necessary.

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

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

• Participate in US Managers Meetings and initiatives for improvement.

• Offer 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 be considered for the remote position.

• Certified Customs Specialist (CCS) Designation.

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

• Expertise in HTS classification, GRI/GN rules, and explanatory notes.

• Advanced understanding of PGA requirements and data elements.

• Strong knowledge of entry and invoice requirements.

• Experience with customs brokerage software systems.

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

• Proficiency in Microsoft Office, including Outlook, Word, Excel, and Co-Pilot.

• High level of comfort with technology.

• Ability to meet diverse client needs and navigate varied SOP requirements.

• Strong analytical, problem-solving, conflict-resolution, leadership, team-building, and motivational abilities.

• Excellent written and verbal communication skills.

• Capability to self-motivate, manage tight deadlines, and work independently.

• Ability to handle stress in a constructive, solutions-oriented manner.

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

• Ability to travel 15–20% of the time.

• Capacity to work up to two statutory holidays annually.

🏝️ Benefits

• Performance-based bonus program.

• Comprehensive, subsidized health insurance.

• Dental coverage.

• Vision insurance.

• Short-term disability coverage.

• Long-term disability coverage.

• Life and AD&D coverage.

• Support for work-life balance.

• Internal university for professional development.

• Leadership development program.

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

• Regular salary assessments.

• Flexible work arrangements.