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

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, interdepartmental 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.
Keywords: Customs House Agent, Import Clearance, Export Clearance, ICEGATE, Freight Forwarding,
Logistics, Documentation Accuracy, Supply Chain