| Job Location | Saudi Arabia, Eastern Province |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Logistics/ Courier/ Freight/ Transportation |
| Functional Area | Not Mentioned |
CONTENTSThis form is divided into the following sections:1.Position Identification2.Job Purpose3.Duties and Responsibilities4.Key Working Responsibilities 5.Qualifications1.Position IdentificationJob titleImport Tracing AdvisorJob GradeNLocationDhahranDepartment:Customer Service GatewayReports To:Gateway Customer Service Supervisor2.Job purposeProvide quality and professional track and trace service to all parties, particularly customers and the DHL network, aimed at resolving service problem to achieve and exceeds defined performance standards for traces and customer service gateway.3.Duties and responsibilities.Opening and following up GEMA request & network files, for import & export shipments without documentation.Ensure to update all traces and networks on a daily basis.Build sustainable relationships of trust through open and interactive communication though callback activities and outbound calls .Obtain appropriate documents from customer / origin for smooth clearance.Answer incoming calls and resolve customers queries as they arise .Ensure that all paperwork provided to gateway is correct and duties are billed to the correct consignee.Identify and assess customers needs to achieve satisfaction.Follow NTP procedures, guidelines and policies .Handle changes in Saudi customs policies and act upon them.Provide full tracing services for customer by investigating shipment incidents involving, clearance, returned, missig clearance paperwork etc..Handle all trace enquires in accordance with service standard and process.Deliver best in class customer service by fulfilling each customers unique needs while adhering to DHL policies .Respond to customer queries regarding information on clearance, customs requirements etc.4.KEY WORKING RELATIONSHIPSCONTACTFREQUENCYREASONa.InternalCustomer Services Director Ad hoc3rd Trace RequestCS GTW SupervisorDailyComplaints, TracesDuty Processor / GTWDailyDutiable ShipmentsDelivery ProcessRefused Delivery/clearance ProcessCustomer Duty InquiryGateway Supervisor / AdvisorsFollow-up held shipments, Erroneous duty charges, Special clearancesb.ExternalDHL networkDailySend tracesCustomersDailyMake bookings. Trace Shipment, Sales Leads, Transfer Calls,Follow-up CallsHubsDailyMovement of ShipmentsForwarding Instructions1.Qualifications
Keyskills :
Following Procedures Problem Solving Skills Team Work Adaptability Interpersonal Skills Product Knowledge multi-tasking Flexibility English Typing Skills Arabic Conflict resolution skills Time Management Technical Skills communication Telep
DHL
Job Source: careers.dhl.com
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