Client Care Manager – Licensed Customs Broker

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

📋 Description

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

• Foster a team culture focused on accountability, collaboration, client care, and excellence in service.

• Offer feedback, mentoring, goal-setting, and performance coaching.

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

• Conduct team huddles to communicate priorities, expectations, regulatory updates, and business needs.

• Identify skill gaps, develop improvement plans, and enhance technical expertise.

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

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

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

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

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

• Lead visits to major-account clients and take part in business reviews and follow-up planning.

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

• Participate in client training, software demonstrations, retention initiatives, and opportunities for additional solutions.

• Ensure that import and export activities comply with CBP, PGA, and regulatory standards.

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

• Analyze production and error reporting, identify trends, determine root causes, and implement corrective actions.

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

• Stay updated on regulatory and industry developments and translate them into guidance for the team.

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

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

⛳️ Requirements

• Over 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.

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

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

• Advanced knowledge of U.S. Customs regulations.

• In-depth understanding of HTS classification, GRIs, General Notes, Explanatory Notes, PGA requirements, and customs entry/invoice requirements.

• Experience with customs brokerage software and EDI.

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

• Strong leadership, coaching, and team development capabilities.

• Exceptional client service and relationship management skills.

• Excellent analytical, troubleshooting, and conflict resolution abilities.

• Capacity to manage competing priorities and deadlines within a dynamic customs environment.

• Confidence in communicating with clients, associates, leadership, regulatory agencies, and business partners.

🏝️ Benefits

• Performance-based bonus program.

• Flexibility for remote work.

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

• Continuous learning opportunities through an internal university and leadership development programs.

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

• Approximately 15–20% travel required, including client visits and business needs.

• After-hours support may be necessary on a rotational or as-needed basis.

• Up to two statutory holidays may be required annually.