Customer Service Gateway - Backline

Role Purpose

The Customer Service Gateway Advisor is responsible for executing the day-to-day operations of the Customer Service Gateway team. This role ensures regional and global standards of performance are met, delivers exceptional customer support, and proactively acquires accurate data to expedite customs clearance processes and maximize customer satisfaction.

Key Responsibilities

• Manage day-to-day customer service gateway tasks to achieve regional and global operational excellence.
• Respond to all customer telephone calls and electronic inquiries promptly, providing accurate, clear, and professional information.
• Obtain accurate and up-to-date shipment details from customers via phone or email to facilitate fast customs clearance formalities.
• Execute pre-clearance procedures by extracting operational data to update customers on shipment arrivals, clearance status, and fee computations.
• Collaborate closely with internal stations and network contacts to coordinate seamless, end-to-end shipment processing.
• Liaise with customs officials on specific duty assessments, dispute resolutions, and problem shipment handling.
• Accurately scan documentation, register status checkpoints, and update internal system comments to maintain complete network visibility.
• Retrieve original shipment paperwork from warehouse facilities in a timely manner to support efficient clearance operations.
• Maintain organized, neat, and compliant physical and digital customs records for all handled shipments.
• Ensure all dispatched deliveries possess a verified Bill of Entry and a formal notification of charges.
• Monitor key performance indicators, achieve operational metrics, and actively contribute to internal quality audits.
• Investigate and recover operational issues identified through voice-of-customer channels to ensure customer delight.

Qualifications, Experience And Competencies

• University Graduate (bachelor's degree required).
• Minimum of 2 years of professional experience in Customer Service, Logistics, Express Operations, or Customs Clearance.
• High proficiency in English language skills (both verbal and written communications).
• Proven understanding of customs clearance processes, pre-clearance documentation, and duty assessment protocols.
• Proficiency in navigating complex operational databases, customer tracking systems, and document scanning platforms.
• Excellent interpersonal and communication skills, with a focus on delivering customer delight and dispute resolution.
• Strong decision-making and analytical abilities to solve complex shipment issues under tight deadlines.
• High level of stress tolerance and self-management, maintaining composure and focus under pressure.
• Exceptional planning, organizational, and time-management skills to prioritize critical tasks effectively.
• Strong teamwork and collaborative mindset, working cooperatively across departments to achieve shared goals.

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.

✨ We 𝗗𝗲𝗹𝗶𝘃𝗲𝗿 𝘁𝗵𝗲 𝗗𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲

✨ We 𝗖𝗮𝗿𝗲

✨ We 𝗚𝗿𝗼𝘄 𝗧𝗼𝗴𝗲𝘁𝗵𝗲𝗿