Client Care Manager- Licensed Customs Broker (#2626)

Client Care Manager | U.S. Customs Operations Lead the team. Strengthen client relationships. Keep trade moving. At GHY, we don’t just move goods across borders. We help businesses navigate complexity and trade with confidence. For more than a century, we’ve helped importers and exporters succeed in global markets. As a Best-Managed Employer and family-led organization, we’ve built our reputation on expertise, integrity, innovation, and genuinely caring about our clients and one another. If you know customs, love developing people, and believe exceptional client service starts with a strong team, this could be your next leadership opportunity. About the Role: As a Client Care Manager, you’ll lead a team responsible for delivering timely, compliant, and exceptional service to GHY clients. Reporting to the U.S. Director of Operations, you’ll balance people leadership, client relationships, and operational excellence . You’ll coach and develop team members, manage workload and service delivery, serve as an escalation point for clients, and ensure customs activity meets regulatory and quality standards. You’ll also work across GHY to improve processes, strengthen training, support new clients, and identify opportunities to make our work smarter, more efficient, and more effective. This is an opportunity for an experienced customs professional who is ready to lead through people while staying connected to the work. What You’ll Do: Leadership & Team Development Build a strong team culture. Create an environment centered on accountability, collaboration, client care, and service excellence. Coach people to grow. Provide regular feedback, mentoring, goal-setting, and performance conversations that help associates build confidence and capability. Keep the team balanced. Manage schedules, coverage, workloads, and staffing needs to ensure clients receive consistent support. Create connection. Lead team huddles and keep associates informed about priorities, expectations, regulatory updates, and business needs. Build capability . Partner with GHY's U.S. Trainer to identify skill gaps, create development plans, and strengthen technical knowledge across the team. Build the right team. Participate in hiring, staffing assessments, onboarding, and departmental training planning. Client Relationship Management Build relationships that last. Develop strong client partnerships through proactive communication, problem-solving, and a genuine understanding of client needs. Be the escalation point clients can count on. Step in when challenges arise, coordinate solutions, and make sure clients know what happens next. Bring the right people together. Work with CBP, Partner Government Agencies, freight forwarders, clients, vendors, and internal GHY teams to resolve complex issues. Know your major accounts. Ensure client SOPs are accurate, current, and consistently followed. Stay connected. Lead Major Account Relationship Program client visits and participate in business reviews and follow-up action planning. Set new clients up for success. Partner with Business Development on onboarding, systems integration, database setup, reporting, and SOP development. Create additional value. Participate in client training, software demonstrations, retention initiatives, and appropriate opportunities to introduce additional GHY solutions. Operational Excellence & Compliance Protect quality and compliance. Ensure import and export activities align with CBP, PGA, and applicable regulatory requirements. Know where the risks are. Oversee quality-control processes, high-duty entry checks, reporting, census warnings, entry audits, corrections, and exception workflows. Use the data. Review production and error reporting to identify trends, determine root causes, and drive corrective action. Stay close to the details. Provide hands-on support for tariff questions, HTS verification, new-part reviews, entry issues, and database a…

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