Client Care Manager

Join a Best-Managed Employer as a 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.

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

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 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 intimacy
• Managing, coaching, and mentoring a team of Coordinators, Customs Import Specialists and Trade Specialists
• Creating work schedules that ensure adequate coverage across the team
• Working closely with the US Trainer to identify training needs and execute training plans
• Assisting the team with yearly action planning and goal setting and encouraging successful completion
• Facilitating daily team huddles
• Collaborating with other managers and departments to resolve issues, streamline processes and identify and plan for training as well as staffing needs
• Ensuring all import and export transactions are processed timely and in compliance with CBP and PGA regulations and requirements
• Communicating with CBP, clients, freight forwarders and other government agencies to provide requested information and/or resolve shipment issues and holds timely
• Working with clients to resolve problems/issues, answer questions and provide day-to-day client care
• Attend and lead Major Account Relationship Program (MARP) meetings with clients, which may require travel to client offices
• Conduct 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 offices
• Collaborate with the main contacts from our partner, Century Distribution Systems

What You Bring:

• Demonstrates a strong track record of success in their current position
• Has the ability to represent GHY and be the voice of the company while interacting with clients and colleagues in a professional, collaborative manner
• Is detail oriented and logical with the ability to make objective business decisions and prioritize work in a fast-paced environment
• Has excellent analytical and problem-solving skills and the ability to manage conflicting priorities
• Has strong teambuilding skills
• Has exceptional client service skills
• Can self-motivate and work independently
• Has strong, friendly, upbeat verbal and written communication skills
• Can proactively recognize problems and work to resolve them
• Has advanced knowledge of US Customs rules and regulations
• Has advanced knowledge of Invoice (entry) requirements
• Has…