Client Success Manager

Client Success Manager-Customs Brokerage

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.

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 :

Pay Range $101,610.00 - $135,480.00+ (Based on Experience)

Benefits (All Non-Union Employees) :

Equal Opportunity Employer DHL Global Forwarding is committed to equal 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 be legally authorized to work in the United States. Visa sponsorship is not available for this role.