Client Success Manager - Customs Brokerage
Job title: Client Success Manager - Customs Brokerage in Los Angeles, CA at DHL
Company: DHL
Job description: Job title: Client Success Manager-Customs BrokerageJob location: Remote Role - Based Anywhere in the USAre 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 - based anywhere in the USKey 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.
- 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.
- Compensation: Competitive base salary plus role dependent performance-based incentives.
- 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
- Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
- Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
- Vision: Optional coverage for exams, frames, and contacts.
- Dental: Optional coverage for preventive, basic, and major services.
- Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.