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