Senior Executive - CBC Field Operations

JOB SUMMARY

As an integral part of Customs Brokerage & Compliance team, an individual plays a crucial role in ensuring the seamless operations of back-office customs clearance. As part of this dynamic team, individuals are entrusted with the responsibility of maintaining operational excellence, maintaining high standards of customer service adhering to compliance standards, and managing stakeholder relationships effectively.

KEY RESPONSIBILITIES

Operational Excellence

• Ensure the compliant execution of back-office customs clearance activities.
• Perform error-free documentation, accurate data entry, and CW1 uploads.
• Manage a high volume of files without compromising on quality.
• Understand task requirements and seek guidance as needed from the immediate supervisor.
• Ensure proper handling and storage of documents in readable form, meeting specified requirements.
• Update task status for the reporting manager promptly.
• Ensure timely handover of files to the billing team with comprehensive billing instructions.
• Submit documents, expense reports, and other necessary inputs promptly for the seamless flow of tasks.
• Maintain accurate accounts of advances taken and submit timely and correct vouchers.
• Report exceptions immediately, such as queries, damages, or other issues during task execution.
• Proactively track shipment status, following up with EDI, internal customers, and external stakeholders.
• File BOE and shipping bill in advance to avoid penalties.
• Keep customers informed of shipment milestones through proactive communication via email, phone calls, and DSR updates.
• Review customs clearance processes regularly, stay updated on regulations, and recommend improvements for team efficiency.
• Optimize the use of CW1 application features to enhance efficiency and quality in back-office activities.
• Adhere to the code of conduct outlined in the CBLR, 2018.
• Refrain from participating in any unions or independent associations actively or passively.
• Avoid engaging in activities that may tarnish the image or reputation of DHL or expose the organization to authorities' notices/actions.
• Sign customs documents only if authorized by the company in the prescribed form.
• Taking complete responsibility for independently managing customer accounts, guided by both supervisor and manager, following the 'one file, one operator' approach.

Stakeholder Management

• Handle customer escalations by liaising effectively with customers.
• Interface with customs department officials, maintaining positive relationships.
• Ensure accurate coordination between relevant internal sections of the department and other departments.
• Foster cordial relations within the team and with external agencies/authorities.

COMPETENCIES

Functional Competencies

• Product Knowledge: Comprehensive understanding of CDZ services related to customs brokerage and compliance.
• Operational Efficiency: Utilizing CW1 and other applications for operational and optimization purpose.
• Customs Clearance Expertise: In-depth knowledge and proficiency in customs procedures and regulations.
• Customer Service: Providing exceptional service to customers by addressing their CDZ related queries.
• Documentation and File Management: Efficient handling of documentation, data entry, and high volume of files while maintaining quality standards.

Behavioural Competencies

• Resilience and Adaptability: Handling diverse tasks and challenges effectively.
• Stakeholder Relations: Maintaining positive relationships with officials and stakeholders.
• Collaboration: Collaborate with cross-functional teams for seamless operations.
• Continuous Learning: Willingness to learn and improve skills to enhance performance.
• Attention to Detail: Consistently maintaining accuracy and precision in tasks and documentation.
• Quality Orientation: Commitment to delivering high-quality results and services.
• Initiative: Taking proactive steps to improve processes or address issues without waiting for direction.