Customs Account Manager

Jobtailor; Columbia (SC); On-site; USD 85,000 - 125,000; Full time

Job summary

Jobtailor is seeking a Client Care Team Lead in Columbia, SC, to oversee day-to-day operations of a client care team and provide hands-on leadership. A CCS designation with 5+ years in customs brokerage is required, with preferred active or planned licensure as a Customs Broker.

Strong knowledge of HTS, PGA, and CBP regulations is essential. You will coach staff, manage schedules, support onboarding and training, and act as the primary escalation point for client issues, including after-hours

Qualifications

• Certified CCS designation required.
• 5+ years in customs brokerage or related operations.
• Licensed Customs Broker preferred or to obtain within 18 months.
• Advanced knowledge of U.S. Customs regulations and HTS classifications.
• Familiar with EDI and AI-enabled tools in operations.
• Strong analytical, communication, and leadership skills.

Responsibilities

• Oversee day-to-day activities of a client care team.
• Provide hands-on leadership, coaching, mentoring, and team development.
• Create and manage work schedules for coverage and workloads.
• Identify training needs and execute training plans.
• Serve as primary escalation point for client issues.
• Ensure import/export transactions comply with CBP and PGA.

Skills

Analytical Skills

Problem-Solving

Conflict-Resolution

Written Communication

Verbal Communication

Leadership

Team Building

Attention to detail

Education

Certified Customs Specialist (CCS)

Licensed Customs Broker (Preferred)

Tools

Microsoft Office

Outlook

Word

Excel

Copilot

Customs Brokerage Software Systems

EDI Familiarity

Job description

• Oversee the day-to-day activities of a client care team
• Provide hands-on leadership, coaching, mentoring, and team development
• Create and manage work schedules for adequate coverage and balanced workloads
• Facilitate team huddles, goal setting, performance discussions, and ongoing coaching
• Identify training needs and execute training plans with the US Trainer
• Participate in hiring, staffing assessments, and departmental training planning
• Build and maintain long-term client relationships through proactive communication and retention strategies
• Serve as the primary escalation point for client issues
• Collaborate with CBP, freight forwarders, partner government agencies, clients, and other partners to resolve entry issues
• Create, maintain, and ensure accuracy of SOPs for major accounts
• Facilitate Major Account Relationship Program annual client visits and complete required reporting
• Participate in Team Business Reviews and follow-up action planning
• Support new client onboarding, including systems integration, database setup, SOP development, and reporting requirements
• Participate in client training sessions, software demos, and cross-selling opportunities
• Conduct client exit interviews and support retention strategies
• Ensure import and export transactions comply with CBP, PGA, and applicable regulations
• Champion operational efficiency, automation, and continuous improvement, including AI technologies
• Monitor quality control processes, including high-duty entry checks, 7th-day reports, census warning resolution, and exception workflows
• Support database management, 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
• Communicate regulatory, industry, and SOP updates to the team
• Collaborate with Operations, Trade Services, Billing, Innovation, and other departments
• Participate in US Managers Meetings and improvement initiatives
• Support after-hours needs on a rotational or as-needed basis

Requirements

• Certified Customs Specialist (CCS) Designation
• 5+ years of related experience
• Licensed Customs Broker preferred, or plan to obtain license within 18 months of hire
• Advanced knowledge of U.S. Customs regulations
• Advanced knowledge of HTS classification, GRI/GN rules, and explanatory notes
• Advanced knowledge of PGA requirements and data elements
• Advanced knowledge of entry and invoice requirements
• Experience working with customs brokerage software systems
• Familiarity with EDI and emerging technologies, including AI-enabled tools
• Proficiency with Microsoft Office, including Outlook, Word, Excel, and Copilot
• Strong analytical, problem-solving, and conflict-resolution capabilities
• Strong team-building, leadership, and motivational skills
• Strong written and verbal communication skills
• Ability to manage tight deadlines and work independently
• Ability to navigate diverse client needs and adapt to varied SOP requirements
• Ability to handle stress in a positive, solutions-oriented way
• Ability to represent GHY professionally with clients and colleagues
• Willingness/ability to participate in after-hours on-call rotation
• Willingness/ability to work up to two statutory holidays annually
• Ability to travel 15-20%

Core Competencies

Demonstrates advanced knowledge of U.S. Customs regulations, HTS classification, and PGA requirements while effectively leading a client care team to enhance operational efficiency and client retention. Proficient in customs brokerage software and Microsoft Office, with strong analytical and communication skills to manage diverse client needs.

Highest-signal resume keywords

• Certified Customs Specialist (CCS)
• Advanced Knowledge of U.S. Customs Regulations
• Customs Brokerage Software Experience
• Strong Team-Building and Leadership Skills
• Proficiency with Microsoft Office

Hard Skills

• HTS Classification
• PGA Requirements
• Entry and Invoice Requirements
• Customs Brokerage Software Systems
• EDI Familiarity
• AI-Enabled Tools
• Tariff Inquiries
• Quality Control Processes
• Database Management
• SOP Development

Soft Skills

• Analytical Skills
• Problem-Solving Skills
• Conflict-Resolution Skills
• Written Communication Skills
• Verbal Communication Skills

Certifications & Qualifications

• Certified Customs Specialist (CCS)
• Licensed Customs Broker (Preferred)

Industry Keywords

• Client Care Team
• Operational Efficiency
• Client Retention Strategies
• Customs Compliance
• Entry Audits
• After-Hours Support
• Client Onboarding
• SOP Accuracy
• Regulatory Updates
• Cross-Selling Opportunities

Tools & Technologies

• Microsoft Office
• Outlook
• Word
• Excel
• Copilot