Client Care Manager

Join a 50 Best-Managed Employer as Client Care Manager

At GHY, we don’t just move goods across borders — we move possibilities forward. As one of Canada’s 50 Best-Managed Companies, 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.

• 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 programs, external training opportunities, and career planning — we grow our people from within.

Reporting to the Director of Canadian Operations, this role is responsible for leading and developing a high‑performing team while overseeing day‑to‑day operational execution, with the ability to lead, coach, and develop a high‑performing team while managing day‑to‑day operational demands.

This position plays a key role in client engagement, including managing escalations, supporting client retention, and partnering with clients through effective reporting, proactive outreach, and clear change communication. You will also oversee operational and compliance activities, including quality control, audits, reconciliations, and exception management, while identifying opportunities to improve processes, mitigate risk, and drive operational efficiency.

You are an experienced people leader with a strong operational and compliance background, and a proven ability to coach, mentor, and develop teams.

You bring hands‑on experience overseeing quality control, audits, reconciliations, and exception management, and are comfortable identifying efficiencies and improvement opportunities in a regulated environment.

You are client‑focused and collaborative, with strong attention to detail, sound judgment, and the ability to balance team leadership, client service, and operational excellence in a dynamic setting.

• Lead, coach, and mentor team members through regular 1:1s, performance monitoring, and bi‑annual reviews
• Facilitate weekly team huddles and support training and development initiatives

• Manage client escalations, complaints, and problem resolution
• Support client retention, profitability assessments, and outreach initiatives
• Partner with clients on reporting, meetings, and communication of regulatory or industry changes

• Oversee post‑release quality control, audits, reconciliations, and exception management
• Review day‑5 entries, temporary admission permits, and external production
• Support tariff classification, FTA analysis, and OGD requirements

• Review penalties, storage, and demurrage analysis and approve write‑offs
• Address accounting discrepancies and support audit resolution

• Collaborate with Directors, Client Care Managers, GTS, and cross‑functional teams
• Contribute to SOP creation, process standardization, and staffing discussions

• Ability to prioritize in a fast‑paced, constantly changing environment
• Ability to self‑motivate and work independently
• Detail oriented
• Professional oral and written communication skills
• Ability to make logical, objective business decisions in a fast‑paced environment
• Excellent analytical and problem‑solving skills
• Conflict resolution…