Responsible for the day-to-day tasks of the CS Gateway Team while ensuring regional and global CS & operations standards of performance are achieved.


 

• PRINCIPAL ACCOUNTABILITIES:
• Deal extensively with our customers resolving customs clearance issues, whilst effectively communicating and coordinating with the other DHL stations.
• Coordination with Operations Agents and Customer Service to follow up hold shipments.
• Pre-clearance is the key to achieve 100% customer satisfaction hence you should be able obtain data from the systems - DCC / DCE / CIA / GIA / GEMA to inform the customer about their shipment arrivals and update status and computation along with the clearance confirmations.
• Checking tariff code currency and valuation of invoice.
• Ensure correct documentation is prepared for clearance and forwarded to Ground Operations in accordance with the procedures.
• Resolve specific disputes or provide advice on technical issues to customers.
• All KPI’s to be retained to its highest level of performances all time and report to Manager / Supervisor for action.
• You should contribute to retain its highest level of performance and participate for the internal audits as and when requested.
• Ensure that customer service procedures are followed as outlined in the manual to comply with the Global SOP and safe working practices.
• Coordination with Operations Agents and Customer Service to follow up hold shipments.
• Nature & Scope: