Overview
Senior Manager, Client Service (Brokerage) Jobs in Buffalo, NY at Delmar International Inc.
Title: Senior Manager, Client Service (Brokerage)
Company: Delmar International Inc.
Location: Buffalo, NY
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)
