Account Manager - U.S. Customs Brokerage

Account Manager - U.S. Customs BrokerageDepartment: Client ServicesReports To: Client Services Manager (Direct)Dotted Line To: Manager of U.S. OperationsLocation: RemoteSchedule: Full-time (40 hours/week). Working hours to be confirmed with the Client Services Manager.Position SummaryThe Account Manager - U.S. Customs Brokerage plays a key role in supporting new and existing clients by working closely with the Client Services, Sales, Operations, and Accounting teams. This role is responsible for coordinating successful U.S. client implementations-from reviewing onboarding documents and databases to supporting SOP development and training the operations team.As part of the Client Services team, the Account Manager will also support broader client-facing initiatives. This includes helping deliver timely communications to clients, assisting with proactive outreach, and taking ownership of selected accounts that require quarterly or annual business reviews. These reviews serve as structured check-ins to ensure expectations are met, service is aligned, and the partnership remains in good standing. Some reviews will be conducted jointly with the Canadian Account Manager to ensure a consistent client experience across both borders.This position serves as the first point of contact for operational inquiries directed to the Client Services team and helps drive issue resolution with internal teams. It supports internal coordination, improves client onboarding experiences, and ensures service consistency. The Account Manager will also support the rollout and ongoing use of a CRM system in the U.S. service environment.This is not a sales role, but strong collaboration with Sales is essential to support smooth handoffs, build strong client relationships, and ensure long-term account success.About A & A Customs BrokersFor more than 40 years, A & A has specialised in customs brokerage and international trade-but we are not your typical broker. We pride ourselves on combining deep expertise with a people-first approach.Certified as a Great Place to Work by our employeesRemote-first culture, giving you the flexibility to work from anywhereCompetitive compensation and comprehensive benefits, including medical, dental, vision, and 401kUnique perks like our Honeymoon Hi-5 paid leave, tuition reimbursement, and extra paid time-off programsInvestment in your career growth with training and certification support, including:$2,000 bonus for completing your CCS designation$2,000 bonus for successfully completing the LCB exam and earning your license Our culture is values-driven-we collaborate, innovate, and celebrate wins as a team. At A & A, we believe client service starts with supporting and empowering our people. Key ResponsibilitiesU.S. Client Setup & Operational ReadinessCoordinate all aspects of new U.S. client activation, ensuring systems, documentation, and operational workflows are fully aligned with CBP requirementsReview, validate, and process U.S. Customs Power of Attorney (POA) documentation in accordance with 19 CFR §141.32Ensure all regulatory, financial, and compliance documentation (e.g., terms and conditions, credit applications) is properly completed and storedSupport the development of client-specific SOPs and operational training to ensure seamless handoff and execution by the U.S. operations teamClient Services Support Assist Client Services with initiatives such as time-sensitive client communications, regulatory updates, and service noticesSupport proactive outreach efforts to improve client engagement and service transparencyTake ownership of selected client accounts requiring quarterly or annual business reviews; coordinate agendas, track outcomes, and ensure alignment with client expectationsParticipate in joint business reviews with the Canadian Account Manager for clients with cross-border operationsSales & Implementation Support Work with Sales and Client Services to ensure a smooth transition from prospect to active clientJoin onboarding calls to walk through processes and address operational requirementsCreate tailored onboarding plans based on client needs and regulatory obligationsCoordinate internal reviews, database checks, and readiness assessments to ensure successful implementationClient Relationship & Operational Support Act as the first point of contact for U.S. brokerage clients with operational questions directed to Client ServicesManage communication and resolution of client issues, escalating to the Manager of U.S. Operations when necessaryProvide proactive updates on service issues, process changes, or regulatory impactsEnsure alignment across Operations, Sales, Accounting, and Client Services to support client successProcess Improvement & Documentation Recommend improvements to onboarding workflows, documentation practices, and service touchpointsMaintain and update internal SOPs and onboarding documentation to reflect evolving client needs and processesSupport other service-related projects as assigned by the Client Services ManagerCRM Support Support the rollout and ongoing use of a CRM system for U.S. operational case tracking and visibilityManage and close service cases in the CRM related to client inquiries and operational issuesCollaborate with Client Services and the broader team to ensure the CRM supports consistency across service workflowsQualifications Required:2-4 years of experience in U.S. customs brokerageWorking knowledge of CBP regulations, POA processing, and U.S. import proceduresStrong communication, problem-solving, and organizational skillsAbility to handle multiple client accounts and manage onboarding with accuracy and follow-throughProficiency in Google Workspace (Docs, Sheets, etc.) and SlackPreferred: Familiarity with ACE, ABI, or other brokerage systemsExperience coordinating with Partner Government Agencies (e.g., FDA, USDA)Additional InformationTo learn more about us, visit:www.aacb.comSee what our team says:Glassdoor Reviews#ServeWithEnthusiasm #MakeItHappen #PlayAsATeam #LearnAndGrow