Job Summary: The Customs Contact is responsible for contacting customers, transmitting information and documentation required for customs clearance of non-EU shipments, ensuring compliance and service excellence. Key Highlights: 1. Managing customer communications regarding customs matters 2. Cooperating with Customs Agents to expedite shipment clearance 3. Ensuring excellent service delivery to customers The Customs Contact is responsible for liaising directly 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. This role ensures shipment delivery to customers with all customs formalities fully completed, in line with commitments to business partners, the Portuguese Tax Authority (AT), and customers. This position reports directly to the GTW Customs Contact Frontline Team Lead and has as its primary responsibility managing customer communications concerning customs-related matters for their shipments, in cooperation with Customs Agents, to clear shipments through customs in the shortest possible time, undertaking all necessary actions toward this end to guarantee excellent service to all customers. **Key Responsibilities:** * Responding to customer calls regarding customs matters related to pending customs clearance shipments. Providing all relevant information to clarify customer queries and enabling customers 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 response to emails received, predominantly from customers. * Full compliance with import and export support activities, in accordance with GSOP procedures and DHL security and service standards. * Promptly alerting responsible entities 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
