Clearance Support Agent

at  DHL Express

EDUCATION LEVEL

Bachelor’s Degree

KNOWLEDGE, SKILLS AND EXPERIENCE

• 1-2 years experience in a Customs related role preferably in Ground Operations with a good understanding of customer service attitude and quality.
• Proficient in computers.
• Knowledge of the Customs Rules & Regulations.
• Good oral and written communication skills
• Strong interpersonal understanding
• Strong problem solving capability
• Desire to get the job done
• Passion to provide excellent Customer Service
• Right first time philosophy and Team player
• Good Planning & Organising and attention for detail
  Posting Legal Entity DHL International Transportation Co WLL

• Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action.
• Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices.
• Ensure that all Export and Entry bills as required by customs Authorities are completed and submitted as per standards set to ensure that we adhere to the procedures and time deadlines stipulated. Any urgent request for this paperwork if required before the deadline has to be actioned accordingly.
• Respond to any queries relating to customs both from internal and external customers in a timely and professional manner to ensure shipments are processed to achieve optimum clearance times.
• Handle customer’s objections in a professional manner to maintain the customer’s faith in DHL.
• Gather and make available to all Customer interface staff (Sales, CS, Operations, Customer Accounting) the most up to date customs information & procedures (where applicable) through the most appropriate channels (e.g. Intranet, Newsletters and email circulars).
• Gather and analyse information in order to recommend preventative measures to avoid recurrence of problems with customs to ensure timely clearance of shipments.
• Identify and run all new procedures related to customs duty and ensure Customer Interface staff is constantly up to date with these procedures.
• Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times.
• Maintain an excellent working relationship with the customs authorities to ensure that all shipments are processed, subject to complete paper work in the shortest possible time thereby leading to customer delight.
• Submit a monthly report to the Gateway Supervisor on the status of the documentation to be submitted to indicate any backlogs so that corrective action can be taken to resolve them.
• Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers.
• Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit.