Job Summary: The Customs Contact is responsible for contacting customers, transmitting and requesting information/documentation required for customs clearance of non-EU shipments, ensuring delivery with all customs formalities completed. Key Highlights: 1. Managing customer communications regarding customs-related issues for shipments. 2. Ensuring fast customs clearance and excellent service. 3. Supporting import and export activities in accordance with DHL procedures. The Customs Contact is responsible for communicating with customers to transmit and request information/documentation related to all non-EU shipments that cannot undergo customs clearance upon arrival or departure from the country due to non-compliance. They ensure delivery to customers with all customs formalities fully completed, in line with their commitment to business partners, the Portuguese Tax Authority (AT), and their customers. This role reports directly to the GTW Customs Contact Frontline Team Lead and has primary responsibility for managing customer communications concerning customs-related issues for their shipments, in cooperation with Customs Agents, to release shipments from customs in the shortest possible time, taking necessary actions toward this objective to guarantee excellent service to all customers. **Key Responsibilities:** * Answering customer calls regarding customs-related issues for shipments pending customs clearance. Providing all relevant information to clarify matters for customers and enabling them to supply missing information and/or documentation required to complete the customs clearance process. * Contacting the origin DHL office to request information and/or documents related to shipments held at customs due to missing information and/or required documentation, thereby ensuring continuity toward the primary objective: customs clearance of the shipment. * Timely responses to received emails, most of which are sent by customers. * Full compliance with import and export support activities according to GSOP procedures and DHL security and service standards. * Promptly alerting responsible parties whenever operational failures are detected in handled equipment. **Requirements:** * Completion of 12th grade (mandatory) * Knowledge of import and export customs procedures, especially for non-EU cargo (preferred) * Proficiency in English (mandatory) * Familiarity with Office 365 * Ability to manage conflicts * Strong communication and oral expression skills * Results-oriented mindset * Capacity for mutual assistance and cooperation * Active listening Location: Av. D. João II \- Lisboa
João Santos
Indeed · HR
João Santos
Indeed · HR
