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)

Delmar International Inc.

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Senior Manager, Client Service (Brokerage)