What are the responsibilities and job description for the Client Experience Manager position at Welke | Customs Brokers and Global Logistics?
We’re Hiring! Client Experience Manager – US Customs Brokerage!
Are you passionate about building strong client relationships, delivering exceptional service, and creating outstanding customer experiences? We’re looking for a Client Experience Manager to join our Welke USA team!
Company Description Welke | Customs Brokers and Global Logistics is a modern customs broker and freight forwarder operating across Canada and the USA, with roots dating back to 1985. Built on a people-driven approach to logistics, the company emphasizes speed, precision, and concierge-level care in every customer interaction. Welke combines long-standing expertise in compliance and cross-border trade with automation, digital workflows, and practical consulting to simplify complex logistics. The organization focuses on making customs and logistics clear, efficient, and less stressful so customers, partners, and team members can “enjoy the journey.” Today, Welke serves as both a logistics partner and technology advisor, offering brokerage, freight forwarding, trade consulting, and AI-driven process automation services.
What You’ll Do
In this role, you’ll take ownership of the client journey, from onboarding new US customs brokerage clients to developing long-term relationships and identifying opportunities for growth.
Your responsibilities will include:
- Client Onboarding: Lead new client implementations, coordinate documentation and system setup, develop procedures, and ensure a seamless transition into operations.
- Account Management: Build strong client relationships through proactive communication, regular check-ins, onsite visits, and quarterly business reviews.
- Client Experience: Serve as a trusted point of contact, resolve escalations, monitor service performance, and consistently look for ways to exceed client expectations.
- Systems & Reporting: Maintain accurate client records, manage onboarding activities, and use reporting and performance metrics to identify opportunities for improvement.
- Business Growth: Partner with the sales team to identify opportunities to expand client relationships across customs brokerage, freight forwarding, distribution, and trade consulting.
- Cross-Functional Collaboration: Work closely with customs, freight forwarding, compliance, billing, IT, and Canadian teams to deliver a seamless client experience while supporting US customs compliance requirements.
What We’re Looking For
- 3 years of experience in US customs brokerage, freight forwarding, or logistics, with direct client-facing responsibilities.
- Experience in account management, client onboarding, implementation, or customer success.
- Hands-on CargoWise experience is required, including organization setup, customs workflows, and reporting.
- Experience with HubSpot or a comparable CRM.
- Strong knowledge of US customs documentation, entry processes, bonds, and compliance requirements.
- Excellent communication, relationship-building, organizational, and problem-solving skills.
- The ability to manage multiple priorities while maintaining exceptional attention to detail.
- Confidence presenting to clients and interpreting data, reporting, and performance metrics.
- A valid passport and the ability to travel within the United States and to Canada.
Assets: CCS designation (NCBFAA) is strongly preferred, and a Licensed Customs Broker (LCB) designation is a significant asset.
Why Join Welke?
This is an opportunity to make a meaningful impact on the client experience, build lasting business relationships, collaborate across teams, and contribute to the continued growth of a third-generation family business.
If you’re organized, relationship-driven, proactive, and passionate about delivering exceptional client service, we’d love to hear from you!
📩 Interested in joining our team? Apply through LinkedIn or contact us to learn more about this opportunity.
📍 Location: Tonawanda, New York
🏢 Work Model: Hybrid – 3 days in office, 2 days remote (full-time in-office training)
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