Delmar International Inc.

Client Services Representative

• Responsible for leading Delmar’s national client service strategy for U.S. Customs Brokerage operations
• Ensure consistent delivery of high-quality service to Delmar’s most strategic brokerage clients
• Serve as the senior operational relationship lead for Tier 1 brokerage clients
• Provide executive-level client engagement while ensuring alignment between brokerage operations, sales, and advisory services
• Oversee a team of Client Service Managers / Account Managers
• 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
• 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
• 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
• Provide senior operational leadership during the implementation phase of complex brokerage programs
• Act as a senior resource to address operational or client questions that arise

Senior Manager, Client Service – Brokerage