JOB PURPOSE

The Imports/Export agent is responsible on the daily import or export activities at AMM GATEWAY operations, reporting to different shifts, AMM GATEWAY agent will be holding tasks related to inbound flights recovery/clearance or outbound flights export. The agent is also responsible in helping to achieve Gateway KPI’s through effectively working together as a team with the rest of the Gateway staffs and while holding different tasks depending on shifts roster. 

PRINCIPAL ACCOUNTABILITIES

• Provide a high level of customer service while processing inbound or outbound tasks, taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action.
• Follow Gateway inbound clearance procedures as outlined in the GATEWAY manual to comply with the GSOP procedures and safe working practices.
• Maintain a clean desk policy and file all documents required for storing paper works in a systematic way which are easy to access when required.
• Daily updates on clearance status of all shipments held in AMM GATEWAY for clearance using different DHL applications.
• Daily check points to be created for network visibility using appropriate exception codes for different activities at AMM GATEWAY.
• Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on transit time, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times.
• Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly.
• Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit by learning all activities within the department.

NATURE AND SCOPE

Context

The Gateway import agent department has been structured to provide telephone assistance to customers (internal and external) when making inquiries, logging in customer requests, assisting customers on clearance requirements and inquiries with regards to delayed or missing shipments. The department expands DHL’s capabilities, both re-actively and pro-actively, to ensure that all customers (internal and external) experience consistently high levels of service at all times. 

The multifunctional Gateway import Agent must ensure that service levels are constantly met and exceeded through accurate updates, trace escalations and regular communication with both the network and the customer. 

Reporting Relationships

Reports directly to the Gateway supervisor.

Contact

External

• Customers
• DHL Network

Internal 

• Ground Operation
• Customer Care 
• CS Manager & Supervisors
• Air operations 
• Sales
• Accounts
• Customer Accounting
• Service center T/L

Problem Solving

The job holder must take ownership of all customer inquiries and queries and provide alternatives and solutions closing it out at their end. Traces must be logged and followed up regularly to deliver optimum levels of service at all time. For escalations the jobholder must follow the network standards and consult with the Team Leader/Supervisor if unsure.

Decision Making

The jobholder will be responsible for giving accurate clearance information to customs agents as instructed by the importer with the ultimate objective being service excellence and customer satisfaction. They must communicate all delays and other service issues to the Team leader/ Supervisor.

Planning and Organization

The job holder must be highly organized in while holding tasks at AMM GATEWAY, daily follow – ups and plan a course of action to ensure that set targets and goals are achieved consistently.

Job Challenge

The jobholder must always be pro-active and energetic when dealing with customers efficiency in work practices and effective and friendly communication will be key to delighting our customers, adopt DHL “Right from first time” principle.

The jobholder must constantly strive to keep self-updated on all DHL processes, systems, products, technology and set and strive to achieve higher standards, ready to work on different shifts and Gateway operations task.

KNOWLEDGE, SKILLS AND EXPERIENCE

• Sound educational back ground with knowledge of the Service Industry, an added advantage.
• Sound knowledge of custom clearance procedures. 
• Working knowledge of Microsoft Word, Excel and Power Point.
• Good oral and written communication skills – English & Arabic. 
• Self motivated individual capable of taking ownership and working independently.
• Tolerance for stress in a fast paced working environment.
• Excellent planning and organising skills.
• Passion for delighting customers.
• Good team player.
• Adheres to policies and procedures.
• Possesses good relationship building and interpersonal skills.