Customs Operations Specialist

Customs Operations Specialist

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group. DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean, and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally. DHL Global Forwarding has an opening Customs Operations Specialist in Port-Louis, Mauritius. Join us in connecting people and improving lives!

Customer Service

• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Follow communication procedures, guidelines and policies
• Handle customer complaints, by investigating and providing appropriate solutions and alternatives within the time limits
• Keep records of customer interactions, process customer accounts and file documents
• Manage large amounts of incoming emails and calls
• Generate sales leads
• Meet personal/customer service team sales targets and call handling quotas
• Constantly work on Customer Engagement by going the extra mile
• Develops relationship with allocated customers
• Participates in joint Sales visits if necessary
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Provides spot quotations and closes contract
• Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to Sales
• Takes and handles customer inquiries, e.g. Track and Trace
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims
• Takes and processes customer feedback
• Collaborates closely with customs Operations and other departments for smooth handling of shipments and continuous updates
• Any cognate duties

AFR Import/Export

• Operate file in a timely manner according to one file one operator
• Send all relevant documents to customers and stakeholders pertaining to their consignment or shipment within a timely basis
• Process documents on system as required by the different stakeholders
• Inform and escalate any pertinent issues impacting on the day-to-day operations to your superior or different stakeholders with whom you are dealing
• Ensure close follow up with the Finance or Sales departments to avoid any discrepancies in the daily tasks
• Maintain a high standard of service by constantly working on the improvement and optimization of Import / Export / CDZ
• Billing on time and closing the file as per defined process
• Any cognate duties

Now, here is what we need from you!

• PC Skills: Good knowledge of Microsoft Office, intermediate experience in MS Excel.
• Good knowledge of forwarding business
• Good knowledge of Customer Services processes and systems
• Ability to identify and meet customer needs in a pleasant and friendly manner
• Excellent communication and interpersonal skills
• Good telephone and E-mail skills
• Commercial attitude
• Ability to work under pressure and extra hours.
• Problem solving skills Good knowledge of the following:
• HS Classification
• Certificate of origin
• All Customs regime type & applicability (Direct import for home consumption, Direct export, Temporary import, Re-export of imported goods, Warehousing, Import into Freeport, Goods in transit)
• Exemption process to guide customer accordingly (Bilateral Agreement, Embassy, Manufacturer)
• On field Experience (FCL & LCL verification, Air Verification and Freeport activity)
• Education: Diploma level
• Good knowledge in English (verbal/written)
• We offer:
• Comprehensive training and development opportunities.
• Mentorship from experienced freight forwarding professionals and senior leaders.
• Competitive salary

Why join DHL Global Forwarding?

We are part of Deutsche Post DHL, the world's leading logistics provider with operations in over 220 countries. Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization will be a focus for us and an important part of our DGF Strategy 2025.

We aspire to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF because we have:

• The largest global network with more than ~30,000 passionate employees
• The most efficient processes and fastest response times
• The best solutions and best customer service

Our Vision: The Logistics Company for the World.

Our Mission: Excellence. Simply Delivered. Our Purpose: Connecting People, improving lives. Our Values: Respect & Results Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility

DHL Global Forwarding is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.