Client Care Manager

3 weeks ago

Winnipeg, Canada GHY International Full time

About GHY:
GHY International is an international customs and trade services group designed to assist importers and exporters to buy and sell in world markets. Founded in 1901, GHY is one of Canada’s oldest brokerage companies and has international offices in Toronto, Emerson, Winnipeg, Calgary, Vancouver, North Dakota, and South Carolina. GHY’s structure is designed around providing sustainable corporate growth, strong client service, and opportunity to GHY associates. One of the most predominant aspects of our company culture is CARE. It is ingrained in all we do; relationships matter to us.

Join GHY and benefit from:

- **Work Life Balance** - We mean it: banked time program, paid volunteer days, social committee, cultural surveys, potlucks
- **Fair Compensation** - With scheduled salary assessments, salary scales, RRSP/DPSP program and Bonus program.
- **Health Benefits** - Subsidized health, dental, short and long term disability, AD&D, HCSA, EAP and critical illness.
- **Professional Development** -Employee development, external training, leadership development, internal applicant preference, career planning & advancement.

About the Role:
Reporting to the Director of Canadian Operations, the CCM is a cornerstone in our efforts to not only maintain but elevate our standards of client service, compliance, and team development. The Client Care Manager will play a pivotal role in our operations management team, with responsibilities that touch on every aspect of client and team engagement.

**Responsibilities**:

- Hands-on Leadership, Coaching and Mentoring to all Associates within the team
- Facilitate Daily/Weekly Team Huddles and Client Spotlights
- Monthly 1/1s
- Semi-Annual Performance Reviews
- Assist with goal setting and monitor completion
- Focus on and encourage Timely Release, Compliance and Client Intimacy
- Vacation and stat holiday scheduling
- Monitor Performance of all associate levels
- Work with Trainer to identify and execute on areas of development and training needs
- Client Retention and Account profitability assessments
- Client problem resolution and complaints
- Client reporting requests
- Client outreach/MARPS/meetings
- SOP creation and maintenance
- Assist BD with prospect accounts/onboarding
- Reconciliation of accounting discrepancies
- Penalty/Storage/Demurrage Analysis Review and Approval of Write-offs
- Assist with tariff classification and fta analysis
- QC creation and review
- QC Approval within threshold
- Ensure all day 5 entries are on the Daily Notice
- Review, sign and monitor E29Bs
- Manage external production
- Submit waivers on overdue penalties
- Review team audits and work with GTS to resolve issues and correct errors as needed
- Collaborate with other Managers and Departments to resolve issues, create standardization of processes, share ideas and identify staffing requirements
- Attend Monthly Manager Meetings
- Other duties as assigned

Required Experience:

- 15+ years of related experience an asset

Educational Requirements:

- Completion of Grade 12 Education
- Certified Customs Specialist Designation
- Certified Trade Compliance Specialist Designation

**Required Skills**:

- Ability to prioritize in a fast-paced, constantly changing environment
- Ability to self-motivate and work independently
- Detailed oriented and logical individual with the ability to make objective business
- decisions in a fast-paced environment
- Excellent analytical and problem-solving skills and the ability to manage conflicting
- priorities
- Exceptional client service skills
- Experience with ITMR4
- Knowledge of Customs rules and regulations
- Professional oral and written communication skills
- Proficiency of Outlook, Word, Excel and PowerPoint
- Recognize OGD’s and impacts of OGD’s at time of release
- Tolerance to adversity and the capability to handle stress in a positive manner
- Understanding of tariff classification, GIR’s and explanatory notes
- Work within tight deadlines

SHIFT DETAILS: Core hours are Monday-Friday, 8:00 am - 4:00 pm, however the CCM can expect to provide support to our after hours teams on an as needed basis.

TRAVEL: Some limited travel may be required

START DATE: April 2024

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