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