Customer Onboarding and CARM Services Representative (Fully Remote) - Surrey, BC, Canada

Company Description

Meet BorderBuddy:

Unlike traditional customs brokers who have been around for decades, BorderBuddy was established after the advent of the Internet - the same year Apple introduced the iPhone. Over the last 17 years, we have adeptly managed the importation of a wide array of goods, gaining the trust of over 80,000 clients and a 4.8-star rating with over 2000 Google reviews.

We pride ourselves on being a technology-first customs broker, and are aggressively pursuing opportunities in ecommerce. While traditional customs brokers may rely on physical offices at ports of entry, BorderBuddy leverages cutting-edge technology to provide seamless, efficient, and compliant customs services provided by a 100% remote working team across Canada and the U.S. We're focused on modernizing and advancing the standard approach to customs clearance. And we're growing fast, super fast.

Join our dynamic team at BorderBuddy and contribute to shaping the future of customs operations, ensuring compliance and efficiency in cross-border transactions. If you are passionate about customs procedures and possess the skills to lead in a complex regulatory environment, we invite you to be an integral part of our success story.

Job Description

Reporting to the Customs Operations Manager for Canada, the Customer Onboarding and CARM Services role is responsible for facilitating smooth customer interactions and a seamless onboarding process to the Canada Border Services Agency (CBSA’s) new CARM system.  This role plays an important part in guiding customers through registration, ensuring documentation completion, delegating broker authority, and conducting outreach to educate prospective customers on the significance of CARM registration. 

Duties and Responsibilities

Customer Engagement and Support: 

• Contact new and existing customers via phone and email to assist in CBSA CARM Client Portal (CCP) registration and customs broker delegation of authority.
• Provide historical transaction information to obtain login credentials and support existing customer registration in CARM Client Portal (CCP).
• Respond to client enquiries promptly and provide assistance in business registration, delegation of authority, review of CARM Release Prior to Payment (RPP) bond or deposit requirements.
• Communicate or perform required updates on client profiles.
• Assist the sales team with onboarding new customers, ensuring that CARM and documentation is complete.
• Conduct outreach to new or prospective customers to educate them on the need to register in the CARM system.

Experience

• 2+ years of experience in customer service, operations coordination, or a related field.
• Experience in conducting customer outreach initiatives and providing support throughout the onboarding process is preferred.
• Demonstrated success in engaging with customers, addressing their needs, and fostering positive relationships.

Education

• High school diploma or GED, or an acceptable combination of education and experience.
• 1 year of direct work experience in an office environment is an asset.
• Industry related studies an asset (CCS, etc.).
• Relevant certifications or training in customer service, operations management, or related areas are beneficial.
• This role requires a dynamic individual with a passion for customer service, strong coordination skills, and a commitment to contributing to the success of both clients and the CBSA CARM System.

Qualifications

• Proven experience in customer service or operations coordination, preferably in a related industry such as customs, logistics, or technology.
• Strong communication skills, both written and verbal, with the ability to effectively engage with customers and internal stakeholders.
• Demonstrated problem-solving abilities and the capacity to handle diverse customer inquiries and challenges.
• Excellent organizational skills with the ability to manage multiple tasks simultaneously and prioritize effectively.
• A proactive and customer-centric mindset, focused on delivering exceptional service and ensuring customer satisfaction.
• Ability to work collaboratively within a team environment and effectively communicate across departments.
• Proficiency in Google Workspace (Google Docs, Sheets,, Gmail, Calendar, Drive, etc.)
• Familiarity with customs and trade regulations is an advantage but not required.
• Prior experience with Cargowise is an asset but not required.

Additional Information

Working Conditions

• This is a Part-time role with an anticipated 20 hrs per week, with a max of 37.5 hrs if required.
• Fully remote.
• Must be legally able to work in Canada

Compensation and Benefits

• Wage: $20-$22 per hour (depending on skills and experience)
• Benefits: 2-weeks annual vacation

While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted.