Jobs 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

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Role Purpose:

• Develop and administer field sales plans and processes to achieve revenue growth, enhance customer retention and acquisition, and increase lead conversion for a defined geographic region, product line or market segment in line with business strategy, financial objectives, Group guidelines and policies.

Key Responsibilities:

• Administer field sales plans and processes, including providing input for sales forecasting, budgeting, etc.
• Deliver sales objectives and revenue growth for a defined geographic region, product line or market segment
• Ensure x4 shipments per day to support the driving of sales volumes
• Ensure effective pipeline management by always upholding a pipeline strength of 40% (of total portfolio revenue)
• Secure new business (x4 FTBs per month) and build on existing core business through repeat orders
• Identify and contact prospective customers and build relationships to generate future sales and repeat business
• Check and understand type and size of customer requirements, and suggest products/ service/ alternative products/ services
• Develop and deliver sales bids, presentations, proposals and conduct product demonstrations to customers
• Follow up prospects, develop terms of sale and close business by connecting a customer need with a DHL solution
• Introduce products and promotions to customers and deploy marketing campaigns as appropriate
• Build rapport and trust with customers by being informed about their business and market
• Coordinate with internal teams such as sales, marketing, operations and service management for enhancing sales and customer retention
• Support customer retention by staying in touch to ensure service satisfaction, providing information useful to the customer and introducing additional services to the customer
• Ensure that the % loss of customers per month remain as low as possible, but never exceed 10%
• Pro-actively identify any risks to customer relationships and / or SPD volumes and intervene accordingly to eliminate potential loss of revenue
• Responsible to manage customer concerns or complaints timeously and in accordance to DHL procedures in order to limit potential loss of customers
• Convince external parties such as skeptical customers, institutions, etc. who are skeptical or unwilling to accept proposals or where decision making process and standards are defined and mandatory
• Ensure that daily updates regarding client visits, client information, sales activity and any other required data are captured using the applicable CRM tools.
• To assist with any other functions outside of the job description to ensure that the Sales Department runs effectively and efficiently according to network standards as required.

Minimum Requirements

Experience

• Min 3 years of Field Sales experience in consumer/retail and/or marketing planning. Orientation in the field of transport and forwarding advantageous.
• Min 2 years’ experience in a similar capacity and preferably in a mid-size organisation of a related industry
• Previous logistics experience advantageous.
• Strong numerical and analytical skills
• Advanced MS Suite Office skills (Word, Excel, PowerPoint, etc.)
• Strong spoken and written communication skills
• Intermediate project management skills
• Demonstrated ability to influence and build relationships with key stakeholders

Qualifications

• Degree in Business or similar in related discipline. Commercial, Business, Marketing preferred.
• Valid driver’s license

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Role Purpose:

• Participate in design and ensure implementation of field sales priorities to achieve revenue growth, enhance customer retention and acquisition, and increase lead conversion for a defined geographic region, product line or market segment in line with business strategy, financial objectives, Group guidelines and policies.

Key Responsibilities:

Sales Per Day and Revenue Target

• Participate in design of field sales priorities including sales forecast, budget and manpower plans considering business strategy, financial objectives, Group guidelines and policies
• Prepare plans for a defined geographic region, product line or market segment to generate leads, manage accounts and close sales through a field sales team
• Scan market, apply market intelligence, identify and contact prospective customers and build relationships to generate future sales and repeat business
• Assess customer’s business and requirements, and recommend appropriate products/ service
• Develop and deliver sales bids, presentations, proposals and conduct product demonstrations to major customers
• Pursue major prospects and lead negotiations and construct appropriate terms of sale Responsible to drive local sales team to grow the Shipments Per Day (SPD) volumes according to local / country objectives
• Proactively identify potential challenges that may not be clear in own work area and come up with solutions to modify work methods accordingly
• Support field sales representatives in securing critical sales in key or complex accounts
• Responsible to strategically plan and execute best practice (in terms of sales) in order to continuously grow revenue within the respective area and territories.
• Collaborate and resolve issues with various internal teams such as sales, marketing, operations and service management for resolving customer issues, enhancing sales and customer retention

Reporting and Administration

• Responsible to handle escalated queries and customer complaints in a courteous and timely manner.
• Responsible to draft and provide ad-hoc business plans, reports and information sheets as and when required by management or customers

People Management

• Manage direct reports by setting clear objectives, providing regular coaching, and fostering a high-performance culture.
• Ensure effective performance management, including goal setting, feedback, and development planning.
• Responsible to identify and initiate change in KPI priorities from time to time as per local business objectives
• Identify and develop talent within the team, ensuring succession plans are in place for critical roles.
• Promote collaboration, inclusion, and psychological safety within the team to drive engagement and innovation.
• Align team capabilities with current and future business needs, ensuring the Sales team remains agile and future-ready.
• Facilitate continuous learning and professional development to build a resilient and capable sales team.
• Manage team workload and priorities to ensure efficient delivery of Sales priorities.

Minimum Requirements

Experience

• Min 6 years of Field Sales experience, with at least 4 years’ experience leading a high performing team
• Min 4 years’ experience in a similar capacity and preferably in a mid-size organisation of a related industry
• Min 4 years’ experience in consumer/retail and/or marketing planning. Orientation in the field of transport and forwarding advantageous.
• Previous logistics experience advantageous.
• Strong numerical and analytical skills
• Advanced MS Suite Office skills (Word, Excel, PowerPoint, etc.)
• Strong spoken and written communication skills
• Project management skills
• Demonstrated ability to influence and build relationships with senior stakeholders.

Qualifications

• Degree in Business or similar in related discipline. Commercial, Business, Marketing preferred.
• Valid driver’s license

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Role Context:

• To assist Stops Manager to oversee the efficient day to day operation of Imports and Exports Stops; ensuring that targets, compliant measures are maintained in accordance to network standards and Customs Procedures, as well as identifying areas for possible change or improvement. Responsible for supervising and management of the daily Stops Activities including, daily escalations to Customs, Bond Aging by conducting a daily store check on both Imports and Exports Stops and also ensuring that all None- compliance activities are addressed in according to our internal processes/ sub-processes. To ensure that all penalties imposed are communicated, collected from the customers and billed correctly.
• Responsible for overseeing scanning of all documents into GI once cases are finalised and released by Customs. Furthermore responsible for staff development/ daily coaching and daily production meetings (PD Sessions).
• Managing all sub-ordinates to perform according to company standards. 
• Establish departmental objectives and performance standard or Key Performance Indicators.
• Manage by objectives and Key Performance Indicators and make sure that employees achieve the required standards all the time.
• To manage and maintain productivity.
• To ensure that all sub-ordinates comply with the legislation and regulations.
• To design and implement departmental systems and processes.
• To ensure continuous improvement in processes in order to increase efficiency.
• Conducting Performance Appraisal with sub-ordinates and performance coaching.
• To ensure that all new employees receive adequate training (Departmental and Induction training).
• To ensure that all stop cases are allocated and booked for inspection by customs.
• To monitor all customs reports and ensure that actions are taken to address the requirements.
• Checking on daily basis that employees complete the necessary stop documentation. 
• To conduct stop documentation audit to ensure accuracy and quality of work.
• To monitor progress on all outstanding cases/pended and communicate its age as per the stop control sheet.
• Act as a mentor and a leader in the query department by assisting employees with queries.
• To reduce waste and improve performance to our customers.
• To communicate any business changes to your employees at all times.
• Execution of Labour Relations processes for poor performance and disciplinary/dismissal enquiries. 
• Weekly reporting about Key Performance Indicators of the employees.
• Consolidation of all daily/weekly reports for stop shipment for reporting purposes.
• Follow- ups and provides feedback to customers at all times.

Key responsibilities:

• To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer’s immediate and future needs.
• To implement ISO standards and Global SOP procedures at all times.
• To provide an efficient, friendly & Insanely Customer Centric service to customers so as to maintain service excellence & DHL’s reputation as market leader.
• To constantly quality check all Entries and related documentation such as worksheets, commercial invoices, permits and exemption certificates for correctness and accurate completion as per the requirements of the Customs and Excise Act of 1964 and/or any subsequent amendments.
• To activate standard clearance procedure in accordance with DHL priorities and goals.
• To ensure the accurate preparation of Import Customs declarations and the timely provision of those for review (as required).
• To ascertain that all Customs Declaration are vetted, validated, and processed as per Local requirements.
• To ensure all relevant Queues in the system are maintained and entries are being Frame timeously
• To determine the correct tariff headings and duties applicable to imported goods including rebate items, anti-dumping duties etc. and check on correctness of tariff headings applied by Clearance and Contact Centre staff.
• To continuously update customs tariff knowledge and advise staff and importers of changes within the industry.
• To keep abreast with changes as published in the Government Gazette and/or notified by Jacobsen’s.
• To keep management and colleagues informed of developments relating to customs tariff changes. Also be in continuous communication with Gateway Services Group on all Customs and customer issue’s that will have a direct impact on the various departments.
• To provide guidance to staff where necessary during this process and ensuring that such records are kept as part of the overall quality report on a monthly basis or as required.
• Prepare and distribute memos to superiors, colleagues, highlighting changes within the customs tariff structure, changes in clearance procedures with respect to specific importations.
• To raise issues timeously to the higher level to get the appropriate support and escalate if necessary.
• To prepare, hourly, per shift and daily reports on the productivity of the staff and Queues in the system.
• To analyse reasons of poor-quality Declarations and to ensure the timely completion of all necessary reports required to update shipment process status.
• To assist with any other functions outside of the job description to ensure that the Clearance Department runs effectively and efficiently according to network standards as required.

Qualifications - External

Minimum Requirements

Education & experience

• Matric
• Customs Qualification/ Certificate
• 5 years’ experience with framing entry
• Fully conversant with the Customs and Excise Act of 1964, rules and regulations and ability to complete all relevant prescribed customs forms in terms of the Act.
• Experience within the air express industry.
• Excellent knowledge of practices within the Customs Adjustment environment