Gateway Customer Service Advisor – Jordanian Only

Job Description

SCOPE OF ROLE:

Ensure that high value shipments containing customers and freight duties are correctly billed to consignees, ensuring that dutiable shipments are prepared correctly so that duties are recovered as required by Couriers during the delivery process. Also to ensure that all the necessary exemption’s PPWs are in order prior to clearing the duty exempts shipment. Monitor Outbound & inbound repair and return shipments.

1.REPORTING RESPONSIBILITIES: Nil

2.ACCOUNTABILITIES:

CONTACT

FREQUENCY

REASON

a.Internal

Gateway Supervisor

Daily

Service Excellence KPI’s/ Others KPI’s – Track & trace issues

Customer Service

Daily, Ad hoc

Service issues, traces, roster, respond to inquiries via GEMA, MCT

Gateway

Daily

Ensure smooth clearance.

Gateway Manager

Ad hoc

Special shipment clearance

GTW Duty Manager

Ad hoc

Speed up clearance

b.External

Customers

Daily

Obtain PPW for clearance & to update shipment status

JO HuB

Daily

Held shipments, etc. Shipment held in bond

ORG stations

Daily

Service issues

DHL Network

Daily

Shipment status

3.DECISION MAKING AUTHORITY:

Decisions

Recommendations

To send a trace dependent upon the information in the system, e.g. missing original PWWK