Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Columbia


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Ref: req70940

Job Title: Customs Document Support Agent
Job Location: Columbia, SC

DHL Global Forwarding (DGF) manages the flow of goods and information across a customer's global supply chain utilizing air/ocean/ground transportation, customs brokerage services, and dedicated warehousing/distribution centers. We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at
We have an exciting opportunity for a CUSTOMS DOCUMENT SUPPORT AGENT to own and manage customer accounts’ daily operations.  This position will be based at our Columbia, SC location. 


Intermediate service, production, or support role having greater responsibility to perform all (or most) of the standard work within the function
Review emails in E-mail Topia, Complete file logging in Alliance (International Quick Log (IQL) or Shipment Processing, complete document auto upload, manual, and/or hard scan imaging in datacap
Complete file logging utilizing external website & webmail/FTP to complete quick log
E-mail internal customers for document follow-up as needed
Complete workflow distribution and reports
Complete/process Manual triage Emails
Work special projects as required by manager or supervisor
Other tasks as assigned

Skills and Qualifications: 

Maintain positive and professional customer relationships 
Ability to communicate status updates and resolve as outlined in policy and procedure 
Utilize Microsoft Excel to create a basic worksheet, perform calculations, and make modifications
Utilize Microsoft Outlook to send and respond to email messages, compose messages, use folders to organize messages, schedule own appointments, save and archive email messages
Utilize Microsoft PowerPoint to open and review slides presented
Utilize Microsoft Word to create a basic document, edit documents, and proof documents to make them more accurate
Utilize Microsoft iShare to open and navigate documents
Ability to effectively utilize DHL systems to:
o   Efficiently complete job functions in Alliance including shipment processing, updating of data elements, perform queries, resolve validations, shipment tracing, and navigation between screens.

o   Ability to research and compare data files/elements.

o   Determine defaults based on division and customer profile

o   Ability to troubleshoot customer profile or shipment file to resolve validations.

o   Index, load, and view documents into EDM imaging environment

o   Operate hard scan machine

o   Ability to use Logis for tracking/tracing to identify key shipment information

HS diploma or GED required
Specialized skill training / certification may be required
Generally 1-3 years of experience in area of responsibility


Moderate impact to the department
Errors may cause moderate loss of time or customer/user dissatisfaction

Problem Complexity: 

Effectively identifies problems as they occur and takes appropriate steps to solve straight-forward problems


Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques
Work typically involves regular review of output by a senior coworker or supervisor
Refers complex, unusual problems to supervisor
Internal interactions are typically department wide and up to lead level outside of department
External interactions are typically limited to standard policy and procedure

People Management:  None



Readily learns and applies new information/concepts in area of practice
Full awareness of  DHL systems (EmailTopia, Alliance, Datacap, EDM)
Demonstrates basic knowledge of:
o   DHL’s import manual’s best practices

o   Document Recognition: Master/House Bill, Commercial Invoice, Pack List, Arrival Notice, etc

o   INCO Terms, IOR Determination

o   Port of Entry (Bonded vs. First Port), RLF/Non RLF (Remote Location Filing)

o   Brokerage Import and Transportation Knowledge

o   Beginner Systems troubleshooting

o   Microsoft Outlook & E-mail Etiquette


Working Conditions:

Ability to occasionally lift & carry up to 25-50 lbs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the

About the company

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 285,000 employees, we provide solutions for an almost infinite number of logistics needs.

DHL is part of the world's leading postal and logistics Group, Deutsche Post DHL and encompasses three divisions: DHL Express, DHL Global Forwarding, Freight and DHL Supply Chain.

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