About this role
What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.
Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine
DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to 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…
DHL Express is seeking a highly skilled and experienced Duty Specialist to join the Billing Dispute Management organization.
This non-hourly role will share responsibility with another Duty Specialist to oversee complex duty-related activities, including recurring duty disputes, duty drawback administration, customer escalations, process improvements, and analyst development. The position serves as a recognized subject matter expert in customs duties, taxes, duty brokerage, duty drawback, and post-entry processes.
The Duty Specialist will engage directly with customers, DHL country organizations, Post Entry and Clearance teams, and other internal stakeholders to investigate and resolve highly complex duty-related issues. The role requires the ability to explain complex customs and duty concepts to non-experts, influence outcomes across multiple functions, and provide leadership through training, coaching, and process alignment initiatives.
This position requires a licensed U.S. Customs Broker with experience in duty brokerage and customs-related operations (notably Post Clearance Modification).
Key Responsibilities
- Manage complex, high-volume, and recurring duty dispute cases from investigation through resolution.
- Serve as the primary escalation point for complex and sensitive duty-related inquiries.
- Lead challenging discussions with customers, foreign DHL country organizations, and internal stakeholders regarding duty assessments, customs charges, and dispute outcomes.
- Explain complex customs, duty, tax, valuation, classification, and post-entry concepts to non-expert audiences.
- Research and interpret customs regulations to support dispute resolution and business decisions.
- Prepare, review, and submit Duty Drawback files to DGF Duty Drawback Team
- Coordinate with customers, Customs Brokerage, Clearance Operations, Finance, and DHL country organizations to obtain documentation and resolve duty-related matters.
- Partner with the Post Entry Team to align processes, improve operational efficiency, and ensure consistent application of procedures.
- Identify recurring dispute trends and implement corrective actions to reduce future disputes and improve customer experience.
- Develop and maintain training materials, job aids, and process documentation for duty-related processes.
- Lead training sessions, workshops, and knowledge-sharing activities for Query Handling Teams.
- Provide coaching, guidance, and technical expertise to Query Handling Teams on complex duty and customs topics.
- Prepare and Lead the biweekly Duty Talks forum
- Support compliance reviews, audits, and continuous improvement initiatives related to customs duties, duty drawback, and post-entry activities.
- Act as the Duty Dispute subject matter expert for internal and external stakeholders.
- Collaborate across functions to ensure accurate, compliant, and customer-focused resolution of customs and duty-related issues.
- Review and provide updates for the Global OTC - US Regulatory Page
Skills & Qualifications
- Active U.S. Customs Broker License in good standing with CBP.
- 2-4 years of Duty Brokerage, Customs Brokerage, Customs Compliance, Duty Drawback, or Post Entry experience.
- Strong knowledge of U.S. Customs regulations, duties, taxes, tariff classification, valuation, and duty drawback processes.
- Experience managing complex duty disputes, customer escalations, and customs-related inquiries.
- Strong analytical, problem-solving, and communication skills.
- Proven ability to explain complex customs concepts to customers and non-technical audiences.
- Experience developing and delivering training and coaching others.
- Proficiency in Microsoft Office: notably Excel, Teams and Outlook
- Bachelor's degree in Business, International Trade, Logistics, Supply Chain, related field or equivalent work experience.
- Experience working with international stakeholders and cross-functional teams.
- Previous experience delivering training, coaching, or mentoring employees.
- Process improvement experience.
Employee Benefits & Incentives
DHL Express 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'll find our benefits and rewards are among the best in the industry. They include:
- Competitive Pay
- Bonus/Incentive Programs
- Retirement Savings – 401K with company match
- Medical, Dental, Vision, well-being programs
- Tuition Reimbursement
- Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
- Paid Leave
- Employee Discount Program
- Employee Assistance & Work Life Program
- Outstanding training opportunities
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.