Client Care Manager- Licensed Customs Broker

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. 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…