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Account Manager - U.S. Customs Brokerage

Department: Client Services
Reports To: Client Services Manager (Direct)
Dotted Line To: Manager of U.S. Operations
Location: Remote
Schedule: Full-time (40 hours/week). Working hours to be confirmed with the Client Services Manager.

Position Summary

The 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 Brokers

For 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 aGreat Place to Workby our employees
  
• Remote-first culture, giving you the flexibility to work from anywhere
  
• Competitive compensation and comprehensive benefits, including medical, dental, vision, and 401k
  
• Unique perks like ourHoneymoon Hi-5paid leave, tuition reimbursement, and extra paid time-off programs
  
• Investment in your career growth with training and certification support, including:

• $2,000 bonusfor completing your CCS designation
• $2,000 bonusfor 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 Responsibilities

U.S. Client Setup & Operational Readiness

• Coordinate all aspects of new U.S. client activation, ensuring systems, documentation, and operational workflows are fully aligned with CBP requirements
  
• Review, validate, and process U.S. Customs Power of Attorney (POA) documentation in accordance with 19 CFR 141.32
  
• Ensure all regulatory, financial, and compliance documentation (e.g., terms and conditions, credit applications) is properly completed and stored
  
• Support the development of client-specific SOPs and operational training to ensure seamless handoff and execution by the U.S. operations team
  

Client Services Support

• Assist Client Services with initiatives such as time-sensitive client communications, regulatory updates, and service notices
  
• Support proactive outreach efforts to improve client engagement and service transparency
  
• Take ownership of selected client accounts requiring quarterly or annual business reviews; coordinate agendas, track outcomes, and ensure alignment with client expectations
  
• Participate in joint business reviews with the Canadian Account Manager for clients with cross-border operations
  

Sales & Implementation Support

• Work with Sales and Client Services to ensure a smooth transition from prospect to active client
  
• Join onboarding calls to walk through processes and address operational requirements
  
• Create tailored onboarding plans based on client needs and regulatory obligations
  
• Coordinate internal reviews, database checks, and readiness assessments to ensure successful implementation
  

Client Relationship & Operational Support

• Act as the first point of contact for U.S. brokerage clients with operational questions directed to Client Services
  
• Manage communication and resolution of client issues, escalating to the Manager of U.S. Operations when necessary
  
• Provide proactive updates on service issues, process changes, or regulatory impacts
  
• Ensure alignment across Operations, Sales, Accounting, and Client Services to support client success
  

Process Improvement & Documentation

• Recommend improvements to onboarding workflows, documentation practices, and service touchpoints
  
• Maintain and update internal SOPs and onboarding documentation to reflect evolving client needs and processes
  
• Support other service-related projects as assigned by the Client Services Manager
  

CRM Support

• Support the rollout and ongoing use of a CRM system for U.S. operational case tracking and visibility
  
• Manage and close service cases in the CRM related to client inquiries and operational issues
  
• Collaborate with Client Services and the broader team to ensure the CRM supports consistency across service workflows
  

Qualifications

Required:

• 2-4 years of experience in U.S. customs brokerage
  
• Working knowledge of CBP regulations, POA processing, and U.S. import procedures
  
• Strong communication, problem-solving, and organizational skills
  
• Ability to handle multiple client accounts and manage onboarding with accuracy and follow-through
  
• Proficiency in Google Workspace (Docs, Sheets, etc.) and Slack
  

Preferred:

• Familiarity with ACE, ABI, or other brokerage systems
  
• Experience coordinating with Partner Government Agencies (e.g., FDA, USDA)

Additional Information

To learn more about us, visit:
www.aacb.com
See what our team says:
Glassdoor Reviews

#ServeWithEnthusiasm #MakeItHappen #PlayAsATeam #LearnAndGrow

A & A Customs Brokers is a fair and equitable employer. We welcome applications from all qualified candidates regardless of ethnicity, race, age, gender identity, disability, or sexual orientation.