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:

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

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

Creating work schedules that ensure adequate coverage across the team

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

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

Facilitating daily team huddles

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

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

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

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

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, 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.