Client Success Manager - Customs Brokerage

DHL Germany; Los Angeles (CA); Remote; USD 101,000 - 136,000; Full time

Job summary

An innovative firm is seeking a proactive Client Success Manager to oversee Customs Programs for key US brokerage customers. In this fully remote role, you will ensure service excellence and performance, manage customer relationships, and develop standard operating procedures. You will analyze data to enhance service delivery and resolve customer issues while maintaining strong communication with stakeholders. This position offers competitive compensation and a comprehensive benefits package, including a 401(k) match and medical coverage. Join a dynamic team where your expertise in international trade will make a significant impact.

Benefits

401(k) Match

Stock Purchase Plan

Comprehensive Medical Plans

Vision Coverage

Dental Coverage

Paid Time Off

Qualifications

• Minimum 3 years’ experience in International Trade and Customs Services.
• Proven commitment to customer satisfaction with excellent communication skills.

Responsibilities

• Manage overall delivery and performance of customs services for assigned accounts.
• Analyze data related to critical import activity to ensure consistent service delivery.

Skills

International Trade and Customs Services

Customer Relationship Management

Communication Skills

Analytical Skills

Problem-Solving Skills

Time Management

Education

Licensed Customs Broker (LCB)

Customs Compliance Specialist (CCS)

Tools

MS Office

Job description

Job title:Client Success Manager-Customs Brokerage

Job location:Remote Role - Based Anywhere in the US

Are you a proactive and experienced professional in International Trade and Customs Services? Do you excel in customer relationship management within the logistics industry? If so, we have an exciting opportunity for you as a Client Success Manager with our team.

Job Purpose:

As a Client Success Manager-Customs Brokerage you will oversee the management of Customs Programs for one or more key US brokerage customers, ensuring the highest level of service delivery and performance as outlined in the Master Service Agreement, Brokerage Agreement, or Statement of Work.This position is 100% remote - based anywhere in the US

Key Responsibilities:

• Manage the overall delivery and performance of customs services for assigned accounts.
• Track and assess DGF US customs KPI operations related to assigned accounts.
• Develop, implement, and maintain Standard Operating Procedures for assigned accounts.
• Oversee and manage customer and DGF reporting metrics.
• Prepare, schedule, and deliver Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to assigned accounts, both virtually and in person.
• Participate in regular conference calls with customers to discuss performance, compliance practices, challenges, and identify growth opportunities.
• Analyze data related to critical import activity and exceptions to ensure consistent service delivery.
• Address and resolve customer complaints and manage the issuance of Corrective and Preventive Actions (CAPA).
• Maintain strong relationships with customers, DGF Brokerage Management and Operations Staff, Vendors, and the Commercial Team.
• Provide regular feedback to customers and CDZ management on performance and business development.
• Engage with customs operations teams to resolve challenges and develop preventive action plans.
• Assist with billing accuracy, dispute resolution, and the collection of past due invoices.

Qualifications:

• Minimum 3 years’ experience with International Trade and Customs Services.
• Proven experience in Customer Relationship Management within the customs logistics industry.
• Licensed Customs Broker (LCB) and Customs Compliance Specialist (CCS) certifications are a plus.
• Ability to work independently with strong time management skills.
• Proven commitment to customer satisfaction with excellent communication and interpersonal skills.
• Proficiency in MS Office
• Strong analytical and problem-solving capabilities.
• Excellent telephone and email communication skills.
• Travel: Willingness to travel up to 25% of the time.

Pay Range $101.610.00 - $135.480.00 + (Based on Experience)

Benefits (All Non-Union Employees)

• Compensation:Competitive base salary plus role dependent performance-based incentives.
• 401(k) Match:$1-for-$1 match up to 4% quarterly + 2% annual base contribution.
• Stock Purchase Plan:Ability to purchase Deutsche Post AG shares at a discounted rate.
• Medical:Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
• Vision:Optional coverage for exams, frames, and contacts.
• Dental:Optional coverage for preventive, basic, and major services.
• Paid Time Off:7 major holidays, 8 floating holidays, and accrued vacation/sick days.

Equal Opportunity Employer

DHL Global Forwarding is committed toequal employment opportunities, evaluating all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Work Authorization

Applicants must belegally authorized to work in the United States.Visa sponsorship is not availablefor this role.