Duty Specialist

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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).

• 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

• Active U.S. Customs Broker…