Customs Customer Database Specialist at DHL

Role Context 

• The Customs Database Specialist is responsible for the integrity, accuracy, and compliance of the Customs Customer Masterfile (CMF). The role will manage the customer customs database, drive customer engagement for updates, and support operational efficiency through data quality and automation. This role ensures that all customer records comply with the Global Customs Compliance Policy requirements, including valid Customs Masterfile and Clearing Instructions (CMFCI), also referred to as Power of Attorney (POA). The role will manage the addition of all new regular customers including updated CMFCI’s. The objective is to continuously improve the performance of operations and services offering to our customers.

Key responsibilities

• Conduct performance trend analysis to identify opportunities for improving database (CMF) accuracy, service quality, and operational cost efficiency.
• Assist in developing standardized documentation and training materials to ensure proper use of database tools and compliance with data governance policies.
• Ensure key database-related actions and timelines are secured, obtaining commitment from required stakeholders.
• Act as an interface between finance and operations to ensure data consistency and integrity across systems.
• Promote a culture of continuous improvement, excellent data quality, flexibility, and cost consciousness across Customs Operations.
• Integrate data quality into business processes by ensuring every customer record reflects accurate and compliant information.
• Evaluate the quality of database entries including POAs and CMFCIs as per agreed targets and turnaround times.
• Conduct root-cause analysis on data inconsistencies and implement corrective actions to meet quality standards.
• Coach team members on best practices for data entry and maintenance to close identified service gaps.
• Develop and support a data quality monitoring program for the Customs Clearance environment.
• Conduct workshops on database quality and compliance as required.
• Drive adherence to data management processes aligned with DHL global best practices.
• Ensure database policies and procedures are up-to-date, accurate, and accessible to all relevant parties
• Provide regular reporting on database quality initiatives and performance against set KPIs.
• Evaluate current database procedures and identify areas for improvement to enhance efficiency and accuracy.
• Analyze trends in customer data and deliver comprehensive reports to stakeholders within expected timelines.
• Compile monthly reports including data quality scores and update progress.
• Support training initiatives by reporting performance trends and identifying database quality gaps.
• Assume responsibility for database-related training.
• Collaborate with training teams to develop a Training Needs Analysis for database users.
• Coordinate induction training for new staff on database systems and compliance procedures.
• Ensure training courses are conducted without impacting departmental service levels.
• Liaise with customers, finance, Customer Services, Customs Affairs, and internal teams to ensure efficient handling of customer data and authorizations.
• Build and maintain strong relationships with departments and customers to support timely data updates and clearance processes.
• Communicate regularly with Customs Affairs Operations Supervisor/Manager regarding data issues and trends.
• Review and communicate progress against database objectives and adjust strategies as needed.
• Champion continuous improvement and innovation in database management.
• Provide team members with candid and regular feedback on database performance and compliance

Minimum Requirements

Education & experience

• Diploma/Degree in Logistics Industry
• ICFF Certification
• 5 years’ experience within logistics operations role within a country.
• Good customer relationship building.
• Cross Border thinking and shaping direction. 
• Excellent communication skills both oral and written. 
• Result oriented & driven by goal achievement with strong focus on high quality customer solutions, implementation, and performance & improvements
• Good Microsoft application knowledge, especially excel. 
• In depth express CUSTOMS and product knowledge of area assigned
• Proven capability to identify and resolve complex Operations issues