Director, Customs Customer Support

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1Delivery and Logistics Company in the world.Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune MagazineDHL is committed tomaintainingan environment that empowers every team member to make the greatest possible impact on our business. Ourculture is about personal commitment - to our business, to each other and to our global communities. DHL is dedicated to beinga great placeto work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.Start YOUR career with DHL today…The Director,Customs Customer Support for DHL ExpressUSwill leadthe DHL Express (DHLE) Customs Support function. Therole isresponsibleto supportCommercial/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 commercialobjectivesand 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 withinagreedtimeline.Support the Tender Team on answering RFI/RFQ questionnaires andproposalsnegotiations. RFQs/RFIs supported within agreed timelineSupport the GBS Legal Team on Contract Reviews & Negotiations (of contracts with Customs clauses). Contracts Reviews supported within agreed timelineSupport the Communication of Upcoming Regulatory Changes to Customers via COG/Commercial. Communications supported within agreed timelineSupport the designof Customs’Customer-Specific Solutions in line with the DHL Express standards, operational capabilities & regulatory framework. Customer Specific Solutions support within timelineMonitor deployment of Major Customer’s Corrective and Preventive Actions (CAPA) to address Customs-related issues. Corrective and Preventive Actions (CAPA) supportedManage Customs-related billing disputes and ensuretimely& high-quality responses are provided via the country’s agreed process (e.g., via GWEB) Turn-Around Time (TAT) of Customs-related Billing DisputesMonitor the Voice of the Customer (VOC) toidentifyareas of improvement in terms of DHL Express Customs services, portfolio & systems. Voice of the Customer Assessment completedMonitor the Competitive Landscape (UPS/FedEx/Other Players) with regards to Customs Services to identify potential areas of petitors’ Assessments completed within agreed timelineESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCEActive U.S. Customs Licensed Broker certificationrequired.Demonstratedexpertisein customs compliance, import/exportregulationsand classification, includingCustomer Support related to Customs & Trade Compliance.Understanding of the Express Logistics businessrequired.Understanding ofcustomer requirements related to Customs & Trade Compliance.Experience ondeveloping & implementing Customs & Trade Compliance solutions to customers.Strong customer centricity & understanding of DHL Express operational capabilities/limitations.Ability to empower Internal DHL Stakeholdersregardingwhat 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, unpractical, 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 performanceOtherimportant informationabout this position:Location: Cincinnati, OHTravel 10%required.Employee Benefits & IncentivesDHL 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'llfind our benefits and rewards are among the best in the industry. They include:Competitive PayBonus/Incentive ProgramsRetirement Savings - 401K with company matchmyShares- Voluntary plan to buy discounted company sharesMedical, Dental, Vision, well-being programsTuition ReimbursementGenerous Paid Time Off - Starting at 4 Weeks (PT/FT)Paid LeaveEmployee Discount ProgramEmployee Assistance & Work Life ProgramOutstanding training opportunitiesDHL is committed to working with and providing reasonable accommodations to persons with disabilities. The job application process includes this application andpossibly one or moreinterviews. If you believe that you might needa reasonableaccommodation for any part of the application process, please send an e-mail , and include your contact information and the requested accommodation. Only messages related to requests for these types of reasonable accommodations will be returned. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic, The EEO is the Law and supplement are available here:Know Your Rights: Workplace Discrimination is Illegal (dol.gov)

Created: 2026-02-10