Client Success Manager - Customs Brokerage (100% Remote)

DHL Global Forwarding
paid time off, 401(k)
United States, New Jersey, Newark
33 Washington Street (Show on map)
Dec 18, 2024
Description Job title: Client Success Manager-Customs Brokerage Job location: 100% Remote 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. Overall 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. Benefits: (All non-union employees) Total Compensation Package: We offer a competitive base salary. 401(k) with a match: Pre-tax 401(k) contribution plan comes with a $1 for $1 match up to 4% quarterly, plus a 2% base contribution annually to help you save for retirement. Stock Purchase Plan: Eligible employees can purchase Deutsche Post AG shares at a 15% discount and benefit from the Group's success as shareholders. Medical: We offer comprehensive healthcare plans covering preventative care, inpatient and outpatient services, and prescription drugs. Vision: Optional coverage for eye exams, frames, and contact lenses. Dental: Optional coverage for preventative, major, and basic dental services. Holiday / Paid Time Off: The company provides paid time off for 7 major holidays each calendar year (New Year's Day, MLK Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day), plus 8 floating holidays, and accrued vacation days. Why join DHL Global Forwarding? We are part of the DHL Group the world's leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html DHL GLOBAL FORWARDING HAS BEEN RECOGNIZED EXTERNALLY AS TOP EMPLOYER AND A GREAT PLACE TO WORK ! WHY DOES THIS MATTER TO YOU? It means that when you partner with DHL Global Forwarding you're working with an ethical and socially responsible company. We believe that when people love to come to work, they give more, try harder for their Customers, and are proud of the service they give. And that's why external organizations have granted us different accolades for our people practices Our Vision: The Logistics Company for the World Our Mission: Excellence. Simply Delivered. Our Purpose: We connect people, improving their lives. Our Values: Respect & Results Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility At DHL Global Forwarding we cultivate a culture that values both respect and results, placing a strong emphasis on fostering a diverse and inclusive workforce. DHL Global Forwarding is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Work Authorization: DHL Global Forwarding will only employ those who are legally authorized to work in the United States. This is not a position for which visa sponsorship will be provided. Individuals who need sponsorship for work authorization, now or in the future, are not eligible for hire for this role. About DHL Global Forwarding (DGF): DHL Global Forwarding (DGF) is the world leader in air freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure the transport of all kinds of shipments by air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor. They also include special transport-related services. Our business model is very asset-light, as it is based on the brokerage of transport services between customers and freight carriers. We consolidate shipments to achieve higher volumes, purchase cargo space at better conditions and optimize network utilization. Our global presence means we can offer a variety of routing options and meet our customers' increasing demand for multimodal shipments. #LI-RL2 Equal Opportunity Employer, Disability/Vets. Click here for EEO Statements and Reasonable Accommodations.