Client Care Manager- Customs Broker

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, 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 (T ) 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…