Job Summary: The Customs Support Agent - Arabic Speakers will serve as a direct interface with our external customers to acquire necessary information to complete the customs clearance formalities for inbound shipments. The jobholder supports the inbound clearance with the established standards and transit times.
Key Duties and Responsibilities:
Deal extensively with our customers resolving customs clearance issues, whilst effectively communicating and coordinating with the other DHL stations.
Pre-clearance is the key to achieve 100% customer satisfaction hence you should be able obtain data from the systems viz. ELCS / DCC / CIA to inform the customer about their shipment arrivals and update status and computation along with the clearance confirmations.
Maintain Grade of Service – GOS.
Acquire accurate and up to date information from customers by phone, fax or email to expedite the custom clearance formalities.
Ensure correct documentation, faxes, paperwork and images, is prepared for customs clearance and forwarded to Ground Operations in accordance with the procedures.
Liaise with customs officials on specific duties payable and problem shipments to resolve the dispute if any.
Ensure that customer databases are maintained to capture recent status of shipments and to retain a new data for customer.
Resolve specific disputes or provide advice on technical issues to customers.
Prepare declarations as required and take responsibility for the lodgement of declarations with the authorities with the help of ground operations.
Scan paperwork, extract information from CIA System and accurately input checkpoints to ensure compliance with network standards and also to update the ACA manual remarks for clear visibility to the network on the shipment’s most current status.
Match paperwork to Bill of entries and complete them for timely presentation to Custom officials that will assist the Ground staff.
Ensure original paperwork of shipments is pulled out from the warehouse for timely and efficient clearance.
Maintain a detailed status report manually of all non-advised shipments arriving Gateway, for appropriate clearance and despatch. Ensure the OPMS reports are generated to see the performance progress and updated to all concern.
Complete and manage inventory (reports) of all on-hold shipments pending custom clearance and coordinate with Operations Agents (Sorter/Feeder) and Customer Service to follow up hold shipments.
Maintain regular contact with customers (internal and external) in relation to held shipments while maintaining a customer contact sheet.
File and maintain shipment and customs documentation in a neat and orderly fashion at all times.
Ensure all shipments have a Bill of Entry and a notification of charges on the shipment before it
Liaison with customers and Country CS to book pick up for collection of original documents or to delivery of any relevant documents as requested by the shipper / consignee.
GSOP / OHS / EMS are the standard DHL quality systems where you should contribute to retain its highest level of performance and also participate for the internal audits as and when requested.
Ensure that all telephone calls are answered within the DHL standards to the satisfaction of caller and to provide relevant information as requested or discussed during the telephone conversation.
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 Gateway clearance procedures as outlined in the manual to comply with the ISO procedures and safe working practices.
Record and maintain customer master file thus offering DHL’s most suitable service to the customer.
Daily updates on clearance status of all shipments held in customs for clearance on ACA
Daily check points to be created for network visibility using appropriate exception codes.
Track and trace shipments in adherence to DHL’s network trace standards and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments. Ensure that the customer is fully updated on any query or issue within the agreed time of one hour and if an alternate call back time has been agreed with the customer on a specific issue/query, the jobholder has to enter this into STM and adhere to this deadline.
GEMA – to ensure network activities and trace requests need to be actioned on time and call-backs are monitored
To assist customs entry agents for processing text files and following up with customers for summary sheets for multiple line entries.
Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders.
Qualifications, Skills and Experience:
Languages – Fluent speaker in both English and Arabic
One to two years of experience in a Customs and Excise related role preferably in Ground Operations
Previous Customer Service experience, a must.
Educated to degree standard with excellent analytical, English and numerical skills.
Proficient in use of computer system & applications.
Knowledge of the UAE Customs Rules & Regulations.
Good oral and written communication skills
Strong interpersonal understanding
Desire to get the job done, passion to provide excellent Customer Service & right first time philosophy
Proven analytical skills & Strong problem solving capability
Committed to delivering quality results and exceeding expectations.
DHL Express was founded in the United States in 1969 and is a division of the German logistics company Deutsche Post DHL providing international courier, parcel and express mail services. Deutsche Post DHL is the world's largest logistics company operating around the world, particularly in sea and air mail. The company was primarily interested in offshore and inter-continental deliveries, but the success of FedEx prompted their own intra-US expansion starting in 1983.