مطلوب موظفين للعمل لدى شركة DHL في الاردن
مطلوب موظفين للعمل لدى شركة DHL في الاردن
Operations Clearance Gateway Agent - Jordanian Only
1. JOB PURPOSE
This position is a direct interface with our external customer 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.
0. PRINCIPAL ACCOUNTABILITIES
- Deal extensively with our customers resolving custom 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. ECIS / GEMA to inform the customer about their shipment arrivals and update status and computation along with the clearance confirmations.
- 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 custom 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 lodgment 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 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 detail status report manually of all non-advised shipments arriving Gateway, for appropriate clearance and dispatch. 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 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 is dispatched for delivery.
- 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.
- All KPI’s to be retained to its highest level of performances all time and report to Manager / Supervisor for action.
- 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.
0. NATURE AND SCOPE
0. Context
Working in a team of custom clearance agents in high pressure, changing environment. The jobholder is expected to contribute to team effort to ensure the attainment of inbound shipment clearance, efficiently within clearance performance targets and transit time.
0. Reporting Relationships
This role reports to the Gateway Supervisor
0. Contacts
Internal
- All Gateway staff at all levels
- Customer Services staff
- Ground Operations
External
- Peers at other DHL entities
- Customs authorities
- DHL customers
0. Problem Solving
The job holder must ensure any problems or issues encountered at the time of processing customs clearance etc are solved accordingly to avoid any delays. The jobholder will have to inform the problems relating to Customs Duty issues (e.g. tax and duties payable or Customs processes) to the supervisor to resolve, whilst maintaining customer faith and avoiding loss of revenue through claims.
0. Decision Making
The jobholder has authority for all decisions during processing of shipments to ensure smooth flow of operation within Gateway facility and smooth coordination between the external customer and the ground handling agents.
0. Planning and Organization
The job holder has to plan the daily work in the team in accordance with established routines.
0. Job Challenge
The jobholder is required to evaluate Customers’ needs and provide consistently a high level of quality service to achieve all KPIs. The jobholder is required to evaluate customs and excise information and choose the most appropriate communication channel to Customer Frontline staff and create action plans based on evaluation of Customs trends.
Desired Skills and Experience
1. KNOWLEDGE, SKILLS AND EXPERIENCE
- 1-2 years’ experience in a Customs and Excise related role preferably in Ground Operations
- Educated to degree standard with excellent analytical, English and numerical skills.
- Proficient in computers.
- Knowledge of the Customs Rules & Regulations.
- Good oral and written communication skills
- Strong interpersonal understanding
- Strong problem solving capability
- Desire to get the job done
- Passion to provide excellent Customer Service
- Right first time philosophy
- Proven analytical skills
- Team player
- Committed to delivering quality results and exceeding expectations.
0. DIMENSIONS
- 100 daily Inbound / Outbound shipments per day.
- 1 Distribution Centre
- 24 hour operation
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