Client Care Manager- Licensed Customs Broker

Accountabilities: The Client Care Manager will oversee team performance, client relationships, and customs operations, ensuring high standards of service, compliance, and continuous improvement. Key responsibilities include: Lead, coach, and develop the customs team, fostering a culture of accountability, collaboration, client care, and service excellence. Provide regular feedback, mentoring, goal-setting, and performance reviews to strengthen employee capabilities and professional development. Manage team schedules, staffing, workload distribution, and coverage to maintain consistent client support. Lead team meetings and communicate operational priorities, expectations, regulatory updates, and business requirements. Partner with training teams to identify skill gaps, establish development plans, and improve technical knowledge across the department. Participate in recruitment, staffing assessments, onboarding, and departmental training initiatives. Build and maintain strong client relationships through proactive communication, problem-solving, and a thorough understanding of client needs. Act as an escalation point for clients, coordinating timely resolutions and ensuring clear communication throughout the process. Collaborate with U.S. Customs and Border Protection (CBP), Partner Government Agencies (PGAs), freight forwarders, vendors, clients, and internal teams to resolve complex issues. Oversee major account procedures, ensuring client Standard Operating Procedures (SOPs) remain accurate, current, and consistently followed. Lead client visits and relationship reviews, including follow-up planning and coordination through the Major Account Relationship Program. Support new client onboarding in partnership with Business Development, including systems integration, database setup, reporting, and SOP development. Participate in client training, software demonstrations, retention initiatives, and opportunities to introduce additional services. Ensure import and export activities comply with CBP, PGA, and other applicable regulatory requirements. Oversee quality-control activities, including high-duty entry checks, reporting, census warnings, entry audits, corrections, and exception management. Analyze production and error reports to identify trends, investigate root causes, and implement corrective actions. Provide hands-on technical guidance on tariff questions, Harmonized Tariff Schedule (HTS) verification, new-part reviews, customs entry issues, and database accuracy. Monitor regulatory and industry developments and communicate relevant changes and procedures to the team. Identify opportunities to simplify workflows, improve efficiency, strengthen quality, and responsibly adopt automation and AI-enabled tools. Work cross-functionally with Operations, Trade Services, Billing, Innovation, Training, and other departments to resolve issues and improve the client experience. Requirements The ideal candidate is an experienced customs professional with proven leadership capabilities, strong technical knowledge of U.S. customs regulations, and a genuine commitment to exceptional client service. The role requires: At least 5 years of experience in customs brokerage, international trade, or a related industry. Previous experience leading, coaching, or developing employees. Certified Customs Specialist (CCS) designation. An active U.S. Customs Broker License, required for remote candidates. Strong working knowledge of U.S. customs brokerage operations and regulatory requirements. Advanced understanding of U.S. Customs regulations, HTS classification, General Rules of Interpretation (GRIs), General Notes, Explanatory Notes, and Partner Government Agency requirements. Knowledge of customs entry and invoice requirements. Experience using customs brokerage software and Electronic Data Interchange (EDI). Strong people-management, coaching, and team-development skills. Excellent client service and relationship-management capabilities. Sound judgment and the ability to make timely, objective decisions. Strong analytical, troubleshooting, and conflict-resolution skills. Ability to manage competing priorities and deadlines in a fast-paced operational environment. Excellent communication skills, with the confidence to work effectively with clients, employees, leadership, regulatory agencies, and business partners. Comfort with technology and productivity tools, including Microsoft Outlook, Word, Excel, Copilot, and emerging AI-enabled solutions. Ability to work independently while collaborating effectively across departments. Willingness to travel approximately 15–20% for client visits and business needs. Availability to participate in rotational or as-needed after-hours support and work up to two statutory holidays per year when required. Benefits Starting salary from $60,000 , depending on experience. Compensation range indicated in the job listing: $63,000–$90,000 . Performance-based bonus program. Regular salary assessments. Remote working flexibility for eligible candidates across the United States. Comprehensive, subsidized health, dental, and vision insurance. Short-term and long-term disability coverage. Life and accidental death and dismemberment (AD&D) insurance. Ongoing learning opportunities through an internal learning university. Leadership development programs. Opportunities to connect and contribute through employee-led community, social, and cultural initiatives. A collaborative workplace guided by values centered on clients, employees, service, excellence, and innovation.