Client Care Manager At 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.
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 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.
What You Bring:- 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 skillsfriendly, positive, and effective.
- Ability to self-motivate, manage tight deadlines, and work independently.
- Advanced knowledge of:
- U.S. Customs regulationsHTS classification, GRI/GN rules, explanatory notesPGA 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.
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 program
- We are an equal opportunity employer and value diversity. All employment is decided based on qualifications, merit, and business need.
