Client Care Manager – Licensed Customs Broker

GHY International

. Oversee the day-to-day activities of a client care team .

Posted 9/25/2026full-timeRemote • United StatesMid-LevelSenior💰 $63,000 - $90,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee the day-to-day activities of a client care team
Ensure timely, compliant, and exceptional service delivery
Balance workloads and ensure adequate team coverage
Lead, coach, mentor, and develop team members responsible for regulatory guidance, audits, and data management
Create work schedules and facilitate team huddles, goal setting, performance discussions, and coaching
Identify training needs and execute training plans with the US Trainer
Participate in hiring, staffing assessments, and departmental training planning
Build and maintain client relationships through proactive communication, problem-solving, and retention strategies
Serve as the primary escalation point for client issues
Collaborate with U.S. Customs and Border Protection, freight forwarders, partner government agencies, clients, and other partners to resolve entry issues
Create, maintain, and ensure accuracy of Standard Operating Procedures
Facilitate Major Account Relationship Program annual client visits and complete reporting
Participate in Team Business Reviews and follow-up action planning
Support new client onboarding, including systems integration, database setup, SOP development, and reporting requirements
Participate in client training sessions, software demonstrations, and cross-selling opportunities
Conduct client exit interviews and support retention strategies
Ensure import and export transactions comply with CBP, PGA, and applicable regulations
Champion operational efficiency, automation, and continuous improvement, including AI technologies
Monitor quality control processes, high-duty entry checks, 7th-day reports, census warning resolution, and exception workflows
Support database management, HTS verification, and new part reviews
Provide oversight and hands-on assistance for tariff inquiries, entry audits, corrections, and exceptions
Review monthly production and error reports and communicate trends and corrective actions
Communicate regulatory, industry, and SOP updates to the team
Collaborate with Operations, Trade Services, Billing, Innovation, and other departments
Participate in US Managers Meetings and improvement initiatives
Support after-hours needs on a rotational or as-needed basis

Requirements

What you’ll need

5+ years of related experience
Licensed Customs Broker Designation REQUIRED to be considered for remote role
Certified Customs Specialist (CCS) Designation
Advanced knowledge of U.S. Customs regulations
Advanced knowledge of HTS classification, GRI/GN rules, and explanatory notes
Advanced knowledge of PGA requirements and data elements
Advanced knowledge of entry and invoice requirements
Experience working with customs brokerage software systems
Familiarity with EDI and emerging technologies, including AI-enabled tools
Proficiency with Microsoft Office, including Outlook, Word, Excel, and Co-Pilot
Strong comfort with technology
Ability to navigate diverse client needs and varied SOP requirements
Strong analytical, problem-solving, conflict-resolution, leadership, team-building, and motivational skills
Strong written and verbal communication skills
Ability to self-motivate, manage tight deadlines, and work independently
Ability to handle stress in a positive, solutions-oriented way
Willingness to participate in after-hours on-call rotation
Ability to travel 15–20%
Ability to work up to two statutory holidays annually

Benefits

Comp & perks

Performance-based bonus program
Comprehensive, subsidized health coverage
Dental coverage
Vision coverage
Short-term disability coverage
Long-term disability coverage
Life and AD&D coverage
Work-life balance support
Internal university
Leadership development program
Giveback Committee, Social Committee, and Cultural Ambassadors
Scheduled salary assessments
Flexible work arrangements