Customer Service Gateway - Backline

Role Purpose:

Responsible for the day-to-day tasks of the CS Gateway Team, ensuring regional and global CS and operations standards are achieved. This role focuses on acquiring accurate information from customers to expedite customs clearance formalities and resolving clearance issues effectively.

Key Responsibilities:

Customer Service & Communication:

• Provide a high level of customer service and professionalism, ensuring all telephone calls are answered within DHL standards.
• Deal extensively with customers to resolve customs clearance issues while effectively coordinating with other DHL stations.
• Acquire accurate and up-to-date information from customers via phone or email to expedite clearance formalities.
• Maintain regular contact with internal and external customers regarding held shipments.
• Resolve specific disputes and provide advice on technical issues to customers.

Customs Clearance & Operations:

• Liaise with customs officials regarding specific duties payable and problem shipments to resolve disputes.
• Ensure pre-clearance efficiency by obtaining data from systems (DCC/DCE/CIA/GIA/GEMA) to inform customers of arrival and status.
• Ensure all shipments have a Bill of Entry and a notification of charges before dispatch for delivery.
• Ensure original paperwork is pulled from the warehouse for timely and efficient clearance.

Process Management & Administration

• Scan paperwork, extract information from systems, and input checkpoints to ensure compliance with network standards.
• Update DCE manual comments to provide the network with clear visibility on the shipment's current status.
• Maintain customer databases to capture recent shipment status and retain new data.
• Ensure all KPIs are retained at the highest level of performance and report to the Manager/Supervisor for action.

Qualifications:

• Bachelor’s degree.
• Experience in Customer Service, Logistics, or Clearance is preferred.
• High level of stress tolerance and passion for customer delight.
• Good interpersonal skills and the ability to build relationships.
• Attention to detail and good communication skills.
• Team player who works cooperatively with others to achieve targets.

Equal Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.

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