Client Care Manager

Join a 50 Best-Managed Employer as Client Care Manager

At GHY, we don’t just move goods across borders — we move possibilities forward. As one of Canada’s 50 Best-Managed Companies, 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 programs, external training opportunities, and career planning — we grow our people from within.

About the Role:

Reporting to the Director of Canadian Operations, this role is responsible for leading and developing a high‑performing team while overseeing day‑to‑day operational execution, with the ability to lead, coach, and develop a high‑performing team while managing day‑to‑day operational demands.

This position plays a key role in client engagement, including managing escalations, supporting client retention, and partnering with clients through effective reporting, proactive outreach, and clear change communication. You will also oversee operational and compliance activities, including quality control, audits, reconciliations, and exception management, while identifying opportunities to improve processes, mitigate risk, and drive operational efficiency.

Who You Are: 

You are an experienced people leader with a strong operational and compliance background, and a proven ability to coach, mentor, and develop teams.

You bring hands‑on experience overseeing quality control, audits, reconciliations, and exception management, and are comfortable identifying efficiencies and improvement opportunities in a regulated environment.

You are client‑focused and collaborative, with strong attention to detail, sound judgment, and the ability to balance team leadership, client service, and operational excellence in a dynamic setting.

What You’ll Do:

People Leadership & Team Development

• Lead, coach, and mentor team members through regular 1:1s, performance monitoring, and bi‑annual reviews


• Facilitate weekly team huddles and support training and development initiatives

Client Management & Retention

• Manage client escalations, complaints, and problem resolution


• Support client retention, profitability assessments, and outreach initiatives


• Partner with clients on reporting, meetings, and communication of regulatory or industry changes

Compliance & Operational Oversight

• Oversee post‑release quality control, audits, reconciliations, and exception management


• Review day‑5 entries, temporary admission permits, and external production


• Support tariff classification, FTA analysis, and OGD requirements

Financial & Quality Controls

• Review penalties, storage, and demurrage analysis and approve write‑offs


• Address accounting discrepancies and support audit resolution

Collaboration & Governance

• Collaborate with Directors, Client Care Managers, GTS, and cross‑functional teams


• Contribute to SOP creation, process standardization, and staffing discussions

What You’ll Bring:

• Ability to prioritize in a fast-paced, constantly changing environment


• Ability to self-motivate and work independently


• Detailed oriented


• Professional oral and written communication skills


• Ability to make logical, objective business decisions in a fast-paced environment

• Excellent analytical and problem-solving skills


• Conflict resolution skills


• Exceptional client service skills
  


• Tolerance to adversity and positive stress management skills


• Extensive Knowledge of Customs rules and regulations
  


• Understanding of tariff classification, GIR’s and explanatory notes


• Recognize OGDs and impact at time of release


• Proficiency of Outlook, Word, Excel and PowerPoint


• Experience with AI adaptation and automation implementation


• 15+ years of related experience an asset


• Completion of Grade 12 Education


• Certified Customs Specialist Designation


• Certified Trade Compliance Specialist Designation
  

Working Conditions: 

• Sitting at desk, 90%


• Travel, 10%

📍 Location: Winnipeg, MB
🕒 Hours: Core hours are Monday-Friday, 8:00 am - 4:00 pm, however the CCM can expect to provide support to our after hours teams on an as needed basis.
📅✈️ Travel: Some limited travel may be required

GHY is an equal opportunity employer, we are committed to providing an inclusive, accessible environment, and collaborating with applicants, employees, clients and guests to identify and effectively remove barriers, in a manner that respects the principles of independence, dignity, integration, reasonable accommodation and equal opportunity. We welcome and encourage applications from all persons. Individuals applying for employment with GHY may request accommodations at all stages of recruitment and employment from our Human Resources team. All employment is decided on the basis of qualifications, merit and business need. We appreciate all interest shown however only those considered will be contacted for an interview.

Please visit our careers page to see more job opportunities: https://www.ghy.com/careers/