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Description

Mandate:  

The Senior Manager – Client Service is responsible for leading Delmar’s national client service strategy for U.S. Customs Brokerage operations. This role ensures consistent delivery of high-quality service to Delmar’s most strategic brokerage clients while supporting operational teams across multiple branches. 

The Senior Manager serves as the senior operational relationship lead for Tier 1 brokerage clients, providing executive-level client engagement while ensuring alignment between brokerage operations, sales, and advisory services. This role will also oversee a team of Client Service Managers / Account Managers and play a critical leadership role in the onboarding, implementation, and long-term success of U.S. brokerage accounts. 

 Strategic Client Relationship Leadership 

• Serve as the senior operational relationship owner for Delmar’s Tier 1 U.S. brokerage clients. 

• Build and maintain strong relationships with executive stakeholders across strategic client organizations. 

• Lead quarterly business reviews and strategic service discussions focused on operational performance and improvement opportunities. 

• Manage complex client escalations and ensure effective resolution across brokerage operations. 

National Client Service Strategy 

• Develop and lead a national client service framework supporting U.S. brokerage operations. 

• Ensure consistent client communication, service standards, and escalation management across brokerage branches. 

• Partner with brokerage leadership to identify systemic service challenges and implement operational improvements. 

Team Leadership & Development 

• Lead and develop a team of Client Service Managers / Account Managers supporting U.S. brokerage clients. 

• Establish KPIs and performance expectations focused on client satisfaction, retention, and service quality. 

• Mentor and develop team members to support the continued growth of Delmar’s U.S. brokerage client service organization. 

Strategic Client Onboarding & Implementation 

• Partner with Sales, Brokerage Operations, and Advisory Services to support the onboarding of major strategic brokerage accounts. 

• Provide senior operational leadership during the implementation phase of complex brokerage programs, particularly within key verticals such as automotive and manufacturing. 

• Support front-line teams’ post-implementation to ensure successful transition into steady-state operations. 

• Act as a senior resource to address operational or client questions that arise following the onboarding of major accounts. 

Cross-Functional Leadership 

• Work closely with Brokerage Operations leaders to ensure service delivery aligns with client expectations and operational capabilities. 

• Coordinate with Advisory Services on initiatives including tariff strategy, compliance programs, and protective protest management. 

• Support the identification of growth opportunities across brokerage, consulting, and freight services within existing strategic accounts. 

Requirements: 

• 10+ years of experience in U.S. Customs Brokerage, global trade, or international logistics 

• Experience managing large or strategic client relationships 

• Demonstrated leadership experience managing direct reports or cross-functional teams 

• Strong executive communication and relationship management skills 

• 5–7 years of experience in the U.S. Customs Brokerage industry 

• College diploma or degree in International Trade, Supply Chain, Customs Compliance, or a related field is preferred 

• Strong knowledge of U.S. Customs and Border Protection (CBP) regulations, Partner Government Agency (PGA) requirements, and U.S. trade processes and programs 

• Professional designations such as LCB (Licensed Customs Broker), CCS (Certified Customs Specialist), or CES (Certified Export Specialist) are preferred 

• Experience with CargoWise One or similar U.S. brokerage/ACE‑integrated systems is considered an asset 

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)