Job Title:

Customs Clearance - Process Improvement & Development Specialist

Reports To: Head of Customs

The

job purpose

is to identify, design, and implement process and digital improvements across the Customs Clearance Department — analyzing workflows across Customer Service, Operation, Ground Operation, and Billing, recommending and implementing digital tools and system enhancements, and using data to track the impact of changes — working directly with the Head of Customs and department managers to drive adoption without owning any team's day-to-day operations.

Key Responsibilities/ Challenges:

• Process Analysis & Improvement

• Map and analyze current workflows across Customer Service, Operation, Ground Operation, and Billing to identify bottlenecks and improvement opportunities.

• Design and recommend process, SOP, and RACI changes to the Head of Customs and relevant department managers; implementation authority remains with the functional manager.

• Track the impact of implemented changes against defined KPIs and baseline performance.

• Digital Tool & System Implementation

• Lead the implementation of digital operation tools — workflow automation, tracking dashboards, system integrations — to support customs clearance operations.

• Manage digital improvement projects from requirements gathering through rollout, testing, and user adoption.

• Partner with IT and system vendors (e.g., CargoWise, e-Paperless) to configure and integrate tools with department workflows.

• Data & Performance Reporting

• Build and maintain KPI dashboards and reporting tools giving the Head of Customs and department managers visibility into operational performance.

• Analyze operational data — clearance turnaround, SLA compliance, cost-to-serve, documentation turnaround — to surface trends and improvement opportunities.

• Support data-driven decision-making across Customer Service, Operation, and Ground Operation.

• Change Management & Training

• Develop training materials and guides to support adoption of new processes and tools.

• Coordinate with department managers to roll out process and system changes with minimal disruption to daily operations.

• Gather user feedback after implementation and iterate on tools and processes accordingly.

• Cross-Functional Coordination

• Work closely with Customer Service, Operation, Ground Operation, Billing, and Compliance to ensure improvements reflect real operational needs and regulatory requirements.

• Represent the Head of Customs on process improvement and digitalization initiatives involving other departments (IT, Finance, Country Management).

• Project & Stakeholder Management

• Manage multiple process improvement and digitalization projects concurrently, prioritizing based on business impact and Head of Customs guidance.

• Report project status, risks, and outcomes directly to the Head of Customs.

Key Performance Indicators (KPIs)

• Process Improvement Projects Delivered: annual target as agreed with Head of Customs

• On-Time Project Delivery: ≥ 90% of initiatives delivered within agreed timeline

• Digital Tool / System Adoption Rate: ≥ 90% among target users within 3 months of rollout

• Process Turnaround Time Improvement: measurable improvement vs. baseline, tracked per project

• Stakeholder Satisfaction with Delivered Process/Tool Changes: annual target as agreed

Decision-Making Authority

• Recommend process, workflow, and SOP changes to the Head of Customs and relevant department managers; final implementation authority sits with the functional manager (Customer Service Manager / Operation Manager).

• Select and configure digital tools and system enhancements within approved budget and IT/security guidelines.

• Prioritize and sequence process improvement and digitalization projects, subject to Head of Customs approval.

• Access operational and performance data across Customer Service, Operation, Ground Operation, and Billing for analysis purposes.

• No authority to change staffing, customer-facing policy, or SOPs unilaterally — changes are proposed and implemented in coordination with the relevant department manager.

Required

Qualifications

Bachelor's Degree or higher in Computer Science, Data Science, Information Systems, or a related field.

• Experience implementing digital operation tools, workflow automation, or similar technology/process improvement projects.

• Working knowledge of process mapping, RACI, and continuous improvement methodologies (e.g., Lean, Six Sigma) is an advantage.

• Proficient in data analysis and reporting tools (e.g., Excel, Power BI, SQL) to build dashboards and analyze operational data.

• Familiarity with freight forwarding, customs clearance, or logistics operations and systems (e.g., CargoWise) is an advantage.

• Minimum TOEIC score of 500 or equivalent, with working ability to communicate in English.

• Strong project management and stakeholder communication skills, with the ability to work directly with senior management.

• Own vehicle and valid driving license is an advantage, to support travel to meetings outside the office.

• Ability to work independently with no direct reports, managing multiple concurrent initiatives.

Required Competencies

• Analytical Thinking & Problem Solving

• Digital & Data Literacy

• Process Design & Continuous Improvement

• Project Management

• Stakeholder Management & Communication

• Change Management

Key Internal & External Stakeholders

Internal Stakeholders

• Head of Customs

• Customer Service Team

• Operation Team (Customs Declaration & Clearance)

• Ground Operation Team (Port/Airport Shipping, Transport & Cartage)

• Billing Team

• Customs Compliance Team

• IT / Digital Systems Team

• Finance & Controlling Team

• Country Management Team

External Stakeholders

• Software and System Vendors (e.g., CargoWise, e-Paperless)

• Technology and Implementation Consultants

• Thai Customs Department (for system/e-filing coordination)

Success Definition

• Success in this role means the Customs Clearance Department runs on steadily improving, data-backed processes and reliably adopted digital tools — delivered through well-managed projects, built in close partnership with the Head of Customs and department managers, and measured by real gains in speed, accuracy, and visibility across Customer Service, Operation, Ground Operation, and Billing.