Clearance Support Agent

Act as the main point of contact (“voice”) of the clearance department to customers, DHL entities, and government authorities

Coordinate shipment clearance by communicating requirements and resolving discrepancies

Collect and validate required documents from customers and stakeholders to ensure successful clearance

Contact customers (origin/destination) for missing or incomplete shipment information

Provide duty and tax notifications and secure customer approval for payments beyond limits

Coordinate with brokers and authorities to process shipments efficiently

Monitor and manage “Shipment in Bond” inventory and ensure timely action

Maintain and update customer instructions and database records accurately

Achieve key KPIs such as:

Clearance turnaround time (e.g., % over 72 hours)

Customer satisfaction (complaints/claims reduction)

Cost and operational efficiency targets

Demonstrate ability to influence stakeholders and support operations despite no direct reporting line

Perform additional tasks assigned by supervisors as needed

Proficient in MS Office (Word, Excel, PowerPoint)

Strong English communication skills (spoken and written)

Strong analytical and problem-solving skills

Effective planning, organizing, and time management

Ability to make sound decisions under pressure

Results-driven with focus on achieving targets

Works well in a team environment and supports team goals

High level of accountability and professionalism

Clear, concise, and adaptable communication skills

Able to stay calm and perform under pressure

Bachelors Degree in Customs Administration or equivalent