PE-Customs Customer Service Agent

Description

Job Summary: The Customs Customer Service Agent provides support to Clearance Agents, distributes waybills, and manages customer communications, ensuring compliance with DHL policies. Key Highlights: 1. Key support in customs operations 2. Customer communication management 3. Contributes to continuous improvement of the department **ROLE PURPOSE** --------------------- DHL Express Peru's Operations Department is seeking a Customs Customer Service Agent. The purpose of this role is to provide support to Clearance Agents of the Customs Agency, ensuring timely distribution of waybills and effective management of customer communications, in accordance with the assigned portfolio and internal guidelines. Additionally, the role contributes to operational tracking, billing process support, and compliance with DHL corporate procedures and policies. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **YOUR RESPONSIBILITIES** ----------------- * Route regime-change waybills among Clearance Agents of the Customs Agency according to operational volume. * Proactively notify customers about regime-change waybills via corporate systems. * Manage customer communications through internal platforms (MCT, GCCP, or other DHL-implemented systems). * Generate and send flight-specific tracking reports to ensure team visibility. * Address customer inquiries related to formal shipments managed by the Customs Agency. * Provide billing process support when required. * Participate in departmental continuous improvement initiatives. * Alert on improper network usage to mitigate organizational risks and implement recommendations from the Financial Intelligence Unit (FIU). * Perform duties inherent to the position and follow instructions issued by the direct leader or supervisor, aligned with business operational needs. * Comply with the Internal Work Regulations (IWR), Internal Occupational Safety and Health Regulations (IOSHR), Code of Conduct, Anti-Corruption Policy, applicable legal regulations, and all other DHL policies, programs, procedures, and instructions. * Ensure adherence to internal controls (CRISP) within processes under their responsibility. * Comply with applicable programs, manuals, procedures, and instructions related to Occupational Safety and Health (OSH). * Promote and embody DHL’s corporate values. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ **WHAT YOU BRING** ------------------ * Technical degree in Administration, International Business, or related fields. * Minimum 1 year of experience in roles related to customs operations, international trade, or import process handling. * Basic knowledge of customs legislation. * Understanding of requirements and current regulations for definitive and temporary customs regimes. * Prior studies or courses in Customs and/or International Trade are desirable. * Intermediate proficiency in Microsoft Office. * Intermediate English (desirable). **CONNECTING PEOPLE, IMPROVING LIVES** -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------