Director, Customs Customer Support

Overview

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• The Director, Customs Customer Support for DHL Express US will lead the DHL Express (DHLE) Customs Support function. The role is responsible to support Commercial/Tender, COG, GBS Legal on customs-related matters such as customer RFIs/RFQs, solution development, contract review, escalations & monitoring competition. The position ensures alignment with commercial objectives and regulatory requirements while delivering exceptional support to internal and external stakeholders.
• Support the Customer Operations Group (COG) & Commercial Teams on major Customs-related queries, negotiations, and escalations. Escalations supported within agreed timeline.
• Support the Tender Team on answering RFI/RFQ questionnaires and proposals negotiations. RFQs/RFIs supported within agreed timeline.
• Support the GBS Legal Team on Contract Reviews & Negotiations (of contracts with Customs clauses). Contracts Reviews supported within agreed timeline.
• Support the Communication of Upcoming Regulatory Changes to Customers via COG/Commercial. Communications supported within agreed timeline.
• Support the design of Customs Customer-Specific Solutions in line with the DHL Express standards, operational capabilities & regulatory framework. Customer Specific Solutions support within timeline.
• Monitor deployment of Major Customer’s Corrective and Preventive Actions (CAPA) to address Customs-related issues. Corrective and Preventive Actions (CAPA) supported.
• Manage Customs-related billing disputes and ensure timely & high-quality responses are provided via the country’s agreed process (e.g., via GWEB). Turn-Around Time (TAT) of Customs-related Billing Disputes.
• Monitor the Voice of the Customer (VOC) to identify areas of improvement in terms of DHL Express Customs services, portfolio & systems. Voice of the Customer Assessment completed.
• Monitor the Competitive Landscape (UPS/Fed Ex/Other Players) with regards to Customs Services to identify potential areas of improvement. Competitors’ Assessments completed within agreed timeline.

• Active U.S. Customs Licensed Broker certification required.
• Demonstrated expertise in customs compliance, import/export regulations and classification, including Customer Support related to Customs & Trade Compliance.
• Understanding of the Express Logistics business required.
• Understanding of customer requirements related to Customs & Trade Compliance.
• Experience on developing & implementing Customs & Trade Compliance solutions to customers.
• Strong customer centricity & understanding of DHL Express operational capabilities/limitations.
• Ability to empower Internal DHL Stakeholders regarding what DHL ‘can’/’cannot’ offer to Customers.
• Ability to negotiate & influence Customers towards compliant DHL Express solutions/capabilities, avoiding solutions that bring unacceptable liability, is illegal, impractical, or not possible for DHL Express to execute.
• Ability to work effectively under pressure in a time-sensitive environment.
• Good Communication & Networking skills.
• High integrity and consistently high performance.

• Location:
  
  Cincinnati, OH
• Travel 10% required.

DHL benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you''ll find our benefits…