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:

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  Hands-on leadership focused on driving a culture of excitement and accountability with an emphasis on timely release, compliance, and client intimacy


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  Managing, coaching, and mentoring a team of Coordinators, Customs Import Specialists and Trade Specialists


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  Creating work schedules that ensure adequate coverage across the team


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  Working closely with the US Trainer to identify training needs and execute training plans


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  Assisting the team with yearly action planning and goal setting and encouraging successful completion


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  Facilitating daily team huddles


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  Collaborating with other managers and departments to resolve issues, streamline processes and identify and plan for training as well as staffing needs


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  Ensuring all import and export transactions are processed timely and in compliance with CBP and PGA regulations and requirements


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  Communicating with CBP, clients, freight forwarders and other government agencies to provide requested information and/or resolve shipment issues and holds timely


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  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 advanced knowledge of PGA requirements and data elements required for entry


• Has advanced knowledge of tariff classification, GRI’s, GN’s and explanatory notes


• Is experienced with customs brokerage software


• Is proficient in Outlook, Word, and Excel


• Has a tolerance to adversity and the capability to handle stress in a positive manner


• Has the ability to productively work within tight deadlines


• Has experience successfully navigating different client nuances and SOP’s


• Has experience with export filing requirements

Experience & Education:

• 
  Certified Customs Specialist (CCS) Designation


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  5+ years of related experience


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  Licensed Customs Broker preferred (or plan to obtain license within 18 months of hire) 

Working Conditions:

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  Sitting at desk, 75%


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  Standing at counter/machine, 5%


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  Travel, 20%

Position Classification:

Wage dependent upon experience.

We are an equal opportunity employer and value diversity. All employment is decided based on qualifications, merit, and business need.