Overview
Client Care Manager Jobs in Winnipeg, MB at GHY International
Full job description
GHY International has an exciting opportunity for the role ofClient Care Managerworking out of our Head Office in Winnipeg, MB. We are looking for a dynamic, experienced leader with a passion for client care and a proven track record of operational excellence. The ideal candidate will bring a strategic mindset to the role, with the ability to inspire and develop their team, drive process improvements, and build strong relationships with clients and across departments.
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…
Title: Client Care Manager
Company: GHY International
Location: Winnipeg, MB
Category:
