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Job Description
Job Purpose:
The position is responsible for providing a pro-active, prompt, reliable, and professional personalized service to DHL’s most valued customers in the area of customs clearance processes also to act as link between our customers & the Gateway customs clearance department - GCD "Gateway Operations Department".
- Respond 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.
- Provide customers with a pro-active customer 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 gather and make available of the shipment customs clearance steps process to our customer service team, the most up to date customs information through appropriate channels (ACA & CCMS).
- To provide statistics and analysis to the special clearance services supervisor and the special clearance services manager to allow making informed decisions related to customers requests.
- Foster team approach with all fellow team members to achieve yearly department objectives and targets.
Job Requirements
- Bachelor's Degree.
- 0-3 years experience in Air Freight.
- Prepared to work long hours as required.
- Computer literate.
- Excellent oral and written communication skills in English & Arabic.