Special Clearance Services Supervisor

• The position holder will ensure the best in class Supervision for the SCS team to ensure that DHL is providing a pro-active, prompt, reliable, and professional personalized service to customers in the area of customs clearance processes also to act as link between our customers & the Gateway customs clearance department.
• Supervise the quality of response given to internal and external customer requests for the held shipment customs related information in a timely and professional manner to ensure held shipments are processed to achieve optimum clearance times, "All ACBs must be completed within 1 hour".
• Ensure global service excellence by achieving productivity, trace performance and quality targets.
• Ensure customers are provided with a pro-active service including;
• alerting customers to service failures.
• alerting customers to delays in Clearance.
• Adherence to approved gateway operations / special clearance - Service Level Agreement.
• Assist with resolution of the trace files where the problems specifically related to customs issues to support the prompt resolution of the files.
• To provide statistics and analysis to highlight trends impacting the customer experience.

Context:

The special clearance services Supervisor is responsible for speeding the Clearance process by ensuring timely contacts to customers notifying them with the new held shipments, approvals & payments notification. Also need to ensure meeting the Grade of Service target of+85%.

Reporting Relation:

• The special clearance services agent reports to Director Operations.

Contacts:

• The special clearance services Supervisor will have daily contact with DHL customers, DHL Customs clearance department and regular contact with many internal department and the Official customs clearance staff.

Attitude:

• As "the special clearance services Supervisor" representing DHL, your conduct and attitude must at all times reflect DHL’s image of quality of service and professionalism. You must lead by example and demonstrate dedication to excellence to your customers (internal or external).

Problem Solving:

• The special clearance services Supervisor will have to resolve problems relating to the customs clearance issues through the regular channels, understands the customer expectations and ensure customers loyalty are maintained.

Decision Making:

• The special clearance services Supervisor will need to make decisions regarding issues related to customs clearance and obtains appropriate customs information and communication channel to inform the customer and he must deal with customer objection and decide on the best course of action to take.

Planning and Organization:

• The special clearance services Supervisor need the ability to review and prioritize their workload constantly to focus on the immediate clearance process needs.

Job Challenge:

• Evaluate Customer needs.
• Handle complex issues and objections.
• Remain positive and professional at all times.
• Consistently provide a high level of quality service.
• Create action plans based on evaluated of customs trends.