Import Tracing Advisor

About the Role

Join DHL Express, a global leader in cross-border express delivery operational in over 220 countries and territories since 1969. This role offers a key opportunity to enhance customer satisfaction by ensuring top-tier tracking and tracing services within the international shipping network. We invite you to contribute to a global system that connects people and improves lives through dedicated service quality and sustainability.

Key Responsibilities

• Manage and respond to SPARK requests and network files related to import and export shipments lacking proper documentation.
• Maintain daily updates on all trace activities and network communication.
• Regularly update the DCE system with accurate information.
• Verify that all documentation provided to gateways is accurate and that customs duties are invoiced to the correct consignee.
• Establish and nurture trustworthy relationships with stakeholders via proactive communication, including callbacks and outbound calls.
• Acquire necessary documents from customers or origins to facilitate smooth customs clearance.
• Handle incoming customer calls promptly, resolving queries effectively.
• Identify and assess customer needs to ensure satisfaction while adhering to all procedures, guidelines, and policies such as NTP.
• Stay informed on Saudi customs policy changes and take the required actions.
• Conduct investigations into shipment incidents including clearance issues, missing paperwork, returns, etc., providing thorough tracing services.
• Address all tracing inquiries in line with service standards and business processes.
• Deliver exceptional customer service tailored to each client while complying with DHL policies.
• Respond to queries regarding clearance procedures and customs requirements.

Candidate Profile

• Diploma or higher education preferred.
• Customer-oriented with strong interpersonal skills.
• Proficiency in MS Office, especially advanced Excel with intermediate formula skills.
• Well-versed in following organizational procedures and teamwork dynamics.
• Excellent time management, adaptability, and flexibility.
• Strong written, verbal communication, and analytical skills.
• Critical thinker with keen attention to detail.
• Capable of both independent work and effective team collaboration.
• Organized with excellent typing and telephone communication skills.
• Conflict resolution abilities and prior experience in customer service are advantageous.

What We Offer

• Robust career development support within a global work environment.
• A positive and dynamic workplace culture with supportive colleagues.
• Diverse benefits program to cater to various needs.