Client Care Manager

Join a Best-Managed Employer as a Client Care ManagerAt GHY, we don't just move goods across borders - we move possibilities forward. As a "Best-Managed" Employer, we're proud to be a family-led organization where people genuinely care about their work, their clients, and one another.For over a century, we've been helping importers and exporters trade confidently in global markets. With offices across Canada and the United States - including Toronto, Emerson, Winnipeg, Calgary, Vancouver, North Dakota, and South Carolina - GHY continues to grow through integrity, innovation, and care.Why You'll Love Working Here:We CARE: Our values guide everything we do - Clients are our focus, Associates matter, Relentlessly serving traders, Excellence and innovation in all we do.Work-Life Balance: Flexibility and connection matter. Our Giveback Committee, Social Committee, and Cultural Ambassadors keep our teams supported, engaged, and inspired.Competitive Compensation: Fair pay through scheduled salary assessments and a performance-based bonus program.Excellent Benefits: Comprehensive, subsidized health, dental, vision, short- and long-term disability, and life & AD&D coverage.Growth & Development: Access to our internal university, leadership development programAbout the Role: Reporting to the US Director of Operations, the Client Care Manager oversees the day-to-day activities of a team that delivers on timely and compliant entry processing while providing outstanding service to our clients. The Client Care Manager works with their team to ensure a balanced workload and works in collaboration with other departments to provide resources, training, and opportunities for associates to grow, learn and be successful. In addition, he/she is responsible for building and maintaining strong, long-lasting relationships with our clients.What You'll Do:Hands-on leadership focused on driving a culture of excitement and accountability with an emphasis on timely release, compliance, and client intimacyManaging, coaching, and mentoring a team of Coordinators, Customs Import Specialists and Trade SpecialistsCreating work schedules that ensure adequate coverage across the teamWorking closely with the US Trainer to identify training needs and execute training plansAssisting the team with yearly action planning and goal setting and encouraging successful completionFacilitating daily team huddlesCollaborating with other managers and departments to resolve issues, streamline processes and identify and plan for training as well as staffing needsEnsuring all import and export transactions are processed timely and in compliance with CBP and PGA regulations and requirementsCommunicating with CBP, clients, freight forwarders and other government agencies to provide requested information and/or resolve shipment issues and holds timelyWorking with clients to resolve problems/issues, answer questions and provide day-to-day client careAttend and lead Major Account Relationship Program (MARP) meetings with clients, which may require travel to client officesConduct Team Business Reviews to demonstrate the productivity and effectiveness of your team overall and provide recommendations for future resourcing, which may require travel to other GHY officesCollaborate with the main contacts from our partner, Century Distribution SystemsWhat You Bring: Demonstrates a strong track record of success in their current positionHas the ability to represent GHY and be the voice of the company while interacting with clients and colleagues in a professional, collaborative mannerIs detail oriented and logical with the ability to make objective business decisions and prioritize work in a fast-paced environmentHas excellent analytical and problem-solving skills and the ability to manage conflicting prioritiesHas strong teambuilding skillsHas exceptional client service skillsCan self-motivate and work independentlyHas strong, friendly, upbeat verbal and written communication skillsCan proactively recognize problems and work to resolve themHas advanced knowledge of US Customs rules and regulationsHas advanced knowledge of Invoice (entry) requirementsHas advanced knowledge of PGA requirements and data elements required for entryHas advanced knowledge of tariff classification, GRI's, GN's and explanatory notesIs experienced with customs brokerage softwareIs proficient in Outlook, Word, and ExcelHas a tolerance to adversity and the capability to handle stress in a positive mannerHas the ability to productively work within tight deadlinesHas experience successfully navigating different client nuances and SOP'sHas experience with export filing requirementsExperience & Education:Certified Customs Specialist (CCS) Designation5+ years of related experienceLicensed Customs Broker preferred (or plan to obtain license within 18 months of hire) Working Conditions:Sitting at desk, 75%Standing at counter/machine, 5%Travel, 20%Position Classification:Wage dependent upon experience.We are an equal opportunity employer and value diversity. All employment is decided based on qualifications, merit, and business need.

Created: 2026-04-02