Client Success Manager - Customs Brokerage (100% Remote)

Deutsche Post DHL Group - Newark, NJ

Full-time - Mid Level

Remote - Newark, NJ

10,001+ employees

Couriers and Messengers

About the position

The Client Success Manager - Customs Brokerage is responsible for overseeing the management of Customs Programs for key US brokerage customers, ensuring high service delivery and performance in line with agreements. This remote position requires strong customer relationship management skills within the logistics industry, focusing on maintaining customer satisfaction and operational excellence.

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.

Requirements

• 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.

Nice-to-haves

• Licensed Customs Broker (LCB) certification
• Customs Compliance Specialist (CCS) certification

Benefits

• Competitive base salary
• 401(k) with a match
• Stock Purchase Plan
• Comprehensive healthcare plans
• Optional vision coverage
• Optional dental coverage
• Paid time off for major holidays and floating holidays
• Accrued vacation days