About this role
Client Care Manager | U.S. Customs Operations
Lead the team. Strengthen client relationships. Keep trade moving.
At GHY, we don’t just move goods across borders. We help businesses navigate complexity and trade with confidence.
For more than a century, we’ve helped importers and exporters succeed in global markets. As a Best-Managed Employer and family-led organization, we’ve built our reputation on expertise, integrity, innovation, and genuinely caring about our clients and one another.
If you know customs, love developing people, and believe exceptional client service starts with a strong team, this could be your next leadership opportunity.
About the Role:
As a Client Care Manager, you’ll lead a team responsible for delivering timely, compliant, and exceptional service to GHY clients.
Reporting to the U.S. Director of Operations, you’ll balance people leadership, client relationships, and operational excellence . You’ll coach and develop team members, manage workload and service delivery, serve as an escalation point for clients, and ensure customs activity meets regulatory and quality standards.
You’ll also work across GHY to improve processes, strengthen training, support new clients, and identify opportunities to make our work smarter, more efficient, and more effective.
This is an opportunity for an experienced customs professional who is ready to lead through people while staying connected to the work.
What You’ll Do:
Leadership & Team Development
- Build a strong team culture. Create an environment centered on accountability, collaboration, client care, and service excellence.
- Coach people to grow. Provide regular feedback, mentoring, goal-setting, and performance conversations that help associates build confidence and capability.
- Keep the team balanced. Manage schedules, coverage, workloads, and staffing needs to ensure clients receive consistent support.
- Create connection. Lead team huddles and keep associates informed about priorities, expectations, regulatory updates, and business needs.
- Build capability . Partner with GHY's U.S. Trainer to identify skill gaps, create development plans, and strengthen technical knowledge across the team.
- Build the right team. Participate in hiring, staffing assessments, onboarding, and departmental training planning.
Client Relationship Management
- Build relationships that last. Develop strong client partnerships through proactive communication, problem-solving, and a genuine understanding of client needs.
- Be the escalation point clients can count on. Step in when challenges arise, coordinate solutions, and make sure clients know what happens next.
- Bring the right people together. Work with CBP, Partner Government Agencies, freight forwarders, clients, vendors, and internal GHY teams to resolve complex issues.
- Know your major accounts. Ensure client SOPs are accurate, current, and consistently followed.
- Stay connected. Lead Major Account Relationship Program client visits and participate in business reviews and follow-up action planning.
- Set new clients up for success. Partner with Business Development on onboarding, systems integration, database setup, reporting, and SOP development.
- Create additional value. Participate in client training, software demonstrations, retention initiatives, and appropriate opportunities to introduce additional GHY solutions.
Operational Excellence & Compliance
- Protect quality and compliance. Ensure import and export activities align with CBP, PGA, and applicable regulatory requirements.
- Know where the risks are. Oversee quality-control processes, high-duty entry checks, reporting, census warnings, entry audits, corrections, and exception workflows.
- Use the data. Review production and error reporting to identify trends, determine root causes, and drive corrective action.
- Stay close to the details. Provide hands-on support for tariff questions, HTS verification, new-part reviews, entry issues, and database accuracy when your team needs additional expertise.
- Keep your team informed. Stay current on regulatory changes, industry developments, and internal procedures and translate them into clear direction for the team.
- Make the work better. Identify opportunities to simplify processes, increase efficiency, improve quality, and responsibly leverage automation and AI-enabled tools.
- Work across GHY. Collaborate with Operations, Trade Services, Billing, Innovation, Training, and other teams to solve problems and continuously improve the client experience.
Who You Are:
You understand the technical side of customs, but you also understand that great operations depend on great leadership.
You know when to step into the details and when to step back and help someone else find the answer. You're comfortable making decisions, navigating client challenges, coaching people through difficult situations, and maintaining high standards even when priorities shift quickly.
You bring:
- Strong people leadership, coaching, and team-development skills
- Exceptional client service and relationship-management abilities
- Sound judgment and the ability to make timely, objective decisions
- Strong analytical, troubleshooting, and conflict-resolution skills
- The ability to manage competing priorities and deadlines in a fast-moving customs environment
- Confidence communicating with clients, associates, leadership, regulatory agencies, and business partners
- Advanced knowledge of U.S. Customs regulations
- Strong understanding of HTS classification, GRIs, General Notes, Explanatory Notes, PGA requirements, and customs entry/invoice requirements
- Experience working with customs brokerage software and EDI
- Comfort with technology, including Microsoft Outlook, Word, Excel, Copilot, and emerging AI-enabled tools
- The ability to lead independently while collaborating effectively across departments
What You Bring:
- 5+ years of customs brokerage, trade, or related industry experience
- Experience leading, coaching, or developing others
- Certified Customs Specialist (CCS) designation
- Strong working knowledge of U.S. customs brokerage operations and regulatory requirements
- Active U.S. Customs Broker License required for remote candidates
Why You’ll Love Working Here
- ❤️ We CARE: Our values guide how we work: C lients are our focus, A ssociates matter, R elentlessly serving traders, and E xcellence and innovation in all we do.
- 🏡 Remote Flexibility: Work remotely while staying connected to a collaborative, experienced team.
- 💰 Competitive Compensation: Fair pay supported by 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.
- 📈 Keep Growing: Access ongoing learning through our internal university and leadership development programming.
- 🤝 More Than Work: Our Giveback Committee, Social Committee, and Cultural Ambassadors create opportunities to connect, contribute, and have some fun along the way.
The Details
📍 Location: Flexible within the U.S. Remote candidates must hold an active U.S. Customs Broker License.
✈️ Travel: Approximately 15-20% , including client visits and business needs.
📱 After-Hours Support: Participation in after-hours support may be required on a rotational or as-needed basis.
📅 Holidays: Up to two statutory holidays may be required annually.
💰 Compensation: Starting at $60,000, based on experience.
Lead People. Strengthen Partnerships. Raise the Standard.
At GHY, the Client Care Manager isn't simply responsible for managing the work. You help create the environment that allows great work to happen.
You'll develop people, strengthen client relationships, solve challenging operational problems, and help your team deliver the knowledge, accuracy, and service our clients rely on.
Ready to take the next step in your customs leadership career? Apply today.
GHY is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs.