[Hiring] Client Care Manager @GHY International

Role Description

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 GHY’s CARE values.

What You’ll Do

• Leadership & Team Development
  • Provide hands-on 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.
  • Participate in hiring, staffing assessments, and departmental training planning.
• Client Relationship Management
  • Build and maintain strong, long-lasting client relationships through proactive communication, problem-solving, 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 follow-up 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 cross-selling opportunities.
  • Conduct client exit interviews and support retention strategies as required.
• Operational Excellence & Compliance
  • 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 high-duty entry checks, 7th-day 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 after-hours needs on a rotational or as-needed basis.

Qualifications

• Ability to represent GHY professionally and act as the voice of the company with clients and colleagues.
• Detail-oriented, logical decision-maker with strong prioritization skills in a fast-paced environment.
• Excellent analytical, problem-solving, and conflict-resolution capabilities.
• Strong team-building, leadership, and motivational skills.
• Exceptional client service orientation.
• Strong written and verbal communication skills—friendly, positive, and effective.
• Ability to self-motivate, manage tight deadlines, and work independently.
• Advanced knowledge of:
  • U.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 AI-enabled 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, solutions-oriented way.

Experience & Education

• 5+ years of related experience
• Licensed Customs Broker Designation REQUIRED to be considered for remote role
• Certified Customs Specialist (CCS) Designation

Working Conditions

• Sitting at desk, 75%
• Standing at counter/machine, 5%
• Travel, 15-20%
• Participation in after-hours on-call rotation may be required.
• Up to two statutory holidays may be required annually.

Position Classification

• Wage dependent upon experience.

Benefits

• 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.