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, 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 (TBR) 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 warning resolution, and exception workflows.
• Support accurate database management, including HTS verification and new part reviews.
• Provide oversight and hands-on assistance for tariff inquiries, entry audits, corrections and exceptions.
• Review monthly production and error reports; communicate trends and corrective actions.
• Stay current on regulatory changes, industry developments, and internal SOP updates; communicate relevant updates to the team.
• Collaborate with Operations, Trade Services, Billing, Innovation, and other departments to resolve issues and strengthen processes.
• Participate in US Managers Meetings and contribute to improvement initiatives.
• Support after‑hours needs on a rotational or as‑needed basis.

What You Bring:

• Ability to represent GHY professionally and act as the voice of the company with clients and colleagues.
• Detail‑oriented, logical decision‑maker with strong prioritization skills in a fast‑paced environment.
• Excellent analytical, problem‑solving, and conflict‑resolution capabilities.
• Strong team‑building, leadership and motivational skills.
• Exceptional client service orientation.
• Strong written and verbal communication skills—friendly, positive, and effective.
• Ability to self‑motivate, manage tight deadlines, and work independently.
• Advanced knowledge of:
  • S. Customs regulations
  • HTS classification, GRI/GN rules, explanatory notes
  • PGA requirements and data elements
  • Entry/invoice requirements
• Experience working with customs brokerage software systems.
• Familiarity with EDI and emerging technologies (including AI‑enabled tools).
• Proficiency with Microsoft Office (Outlook, Word, Excel. Co-Pilot); strong comfort with technology.
• Ability to navigate diverse client needs and adapt to varied SOP requirements.
• Tolerance for adversity and the ability to handle stress in a positive, solutions‑oriented way.
  

Experience & Education:

• Certified Customs Specialist (CCS) Designation
• 5+ years of related experience
• Licensed Customs Broker preferred (or plan to obtain license within 18 months of hire)

Working Conditions:

• Sitting at desk, 75%
• Standing at counter/machine, 5%
• Travel, 15-20%
• Participation in after‑hours on‑call rotation may be required.
• Up to two statutory holidays may be required annually.

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.