A Study At Orbis Logistics And Role Of Customs House Agent In Import And Export Clearance

Abstract

The Customs House Agent (CHA) occupies an indispensable position in facilitating smooth import and export clearance within international trade. This study examines the operational role, documentation responsibilities, coordination activities, and challenges encountered by CHAs at the study organization a professional freight forwarding and customs clearance service provider. Using a descriptive research design and census-based primary data collection from all 55 employees across Operations, Documentation, Import, Export, Accounts, and Warehouse departments, the study captures first-hand insights into the entire customs clearance lifecycle. A structured questionnaire administered via Google Forms served as the data collection instrument, and statistical tools including percentage analysis, descriptive statistics, Cronbach's Alpha reliability analysis, and one Way ANOVA were applied using IBM SPSS. The findings reveal that documentation accuracy, inter-departmental communication, technology adoption through platforms such as ICEGATE, and coordination between CHA staff and customs authorities are the principal determinants of clearance efficiency. Key challenges identified include documentation errors, inspection delays, and coordination gaps. The study recommends investment in digital documentation management systems, centralized communication platforms, structured training programs, and standardized operating procedures to strengthen customs clearance performance. These findings contribute to the limited body of organization-specific CHA research in the Indian logistics context and provide actionable strategies for improving operational efficiency in freight forwarding environments.