Client Care Manager
hace 10 días
Columbia
Job DescriptionSalary: $63,000 - $90,00 Join a Best-Managed Employer as a Client Care Manager At GHY, we dont just move goods across borders we move possibilities forward. As a Best-Managed Employer, were proud to be a family-led organization where people genuinely care about their work, their clients, and one another. For over a century, weve 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 Youll 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 program About 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, compliant, and exceptional service. The Client Care Manager works with their team to ensure a balanced workload, supports regulatory compliance, proactive client engagement and operational excellence. In addition, he/she is responsible for collaborating across departments to support training, process improvement, and continuous advancement of GHYs CARE values. What Youll Do: Leadership & Team Development • Provide handson leadership that fosters a culture of accountability, excitement, client intimacy, and service excellence., • Lead, coach, mentor, and develop team members responsible for regulatory guidance, audit activities and data management., • Create and manage work schedules to ensure adequate coverage and balanced workloads., • Facilitate scheduled team huddles, goal setting, performance discussion and ongoing coaching., • Partner with the US Trainer to identify training needs, execute training plans, and support continual skill development., • Build and maintain strong, longlasting client relationships through proactive communication, problemsolving, and retention strategies., • Serve as the primary escalation point for client issues; provide timely resolution and clear communication., • Collaborate with US Customs and Border Protection (CBP), freight forwarders, partner government agencies (PGAs), clients and other partners to resolve entry issues., • Ensure creation, maintenance, and accuracy of Standard Operating Procedures (SOPs), especially for all major accounts., • Ensure consistent application of the CARE model throughout all client interactions., • Prepare for, schedule, and facilitate Major Account Relationship Program (MARP) annual client visits (in-person preferred) and complete the required reporting., • Participate in Team Business Reviews (TBR) and followup action planning., • Support new client onboarding in collaboration with Business Development, including systems integration, database setup, SOP development, and reporting requirements., • Participate in client training sessions, software demos (Broker Software, GHY Classify, etc.), and crossselling opportunities., • Ensure import and export transactions comply with CBP, PGA, and all applicable regulatory requirements., • Identify and champion opportunities for operational efficiency, automation, and continuous improvement, including emerging technologies such as AI., • Maintain advanced working knowledge of U.S. Customs regulations, tariff classification, PGA requirements, and invoice requirements., • Monitor quality control processes, including highduty entry checks, 7thday reports, census warning resolution, and exception workflows., • Support accurate database management, including 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; communicate trends and corrective actions., • Stay current on regulatory changes, industry developments, and internal SOP updates; communicate relevant updates to the team., • Collaborate with Operations, Trade Services, Billing, Innovation, and other departments to resolve issues and strengthen processes., • Participate in US Managers Meetings and contribute to improvement initiatives., • Support afterhours needs on a rotational or asneeded basis. What You Bring: • Ability to represent GHY professionally and act as the voice of the company with clients and colleagues., • Detailoriented, logical decisionmaker with strong prioritization skills in a fastpaced environment., • Excellent analytical, problemsolving, and conflictresolution capabilities., • Strong teambuilding, leadership and motivational skills., • Exceptional client service orientation., • Strong written and verbal communication skillsfriendly, positive, and effective., • Ability to selfmotivate, manage tight deadlines, and work independently., • Advanced knowledge of:, • S. Customs regulations, • HTS classification, GRI/GN rules, explanatory notes, • PGA requirements and data elements, • Entry/invoice requirements, • Experience working with customs brokerage software systems., • Familiarity with EDI and emerging technologies (including AIenabled tools)., • Proficiency with Microsoft Office (Outlook, Word, Excel. Co-Pilot); strong comfort with technology., • Ability to navigate diverse client needs and adapt to varied SOP requirements., • Tolerance for adversity and the ability to handle stress in a positive, solutionsoriented way. Experience & Education: • Certified Customs Specialist (CCS) Designation, • 5+ years of related experience, • Licensed 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, 15-20%, • Participation in afterhours oncall rotation may be required., • Up to two statutory holidays may be required annually. 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.