Job Tittle: Expert AFR (OAM)

Location: GSC BOG

Administer Air Freight (AFR) Operations and Customer Service processes to drive movement of customer goods and information while achieving seamless end-to-end performance and profitability and maintaining quality and regulatory compliance as part of a customer centric team that meets and exceeds customer and corporate objectives, guidelines, and policies.

Key Responsibilities

• Take ownership of transport orders, ensuring timely pickup, and optimizing booking processes

• Prepare, control, and distribute necessary documents, ensuring compliance to all origin export and destination import regulations.

• Collaborate with counterparts to validate and finalize documents.

• Assign tasks to supporting functions and monitor performance.

• Meet and exceed customer expectations as well as internal Key Performance Indicators,

• As customer first point of contact, provide exceptional customer service, promptly providing accurate information related to shipment status, documentation requirements, incident resolution and pricing/quotes.

• Record, track, resolve, analyze and take necessary corrective action regarding all exceptions/operational irregularities - proactively updating the customer.

• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands.

• Effectively communicates with DHL Network colleagues with focus on stressing a sense of urgency on behalf of the customer.

• Obtain and maintain all company systems and commodity related certifications.

• Ensure that correct costs and revenues are captured against customer’s profile - taking full ownership of financial performance, promptly resolving any related issues. simple and complex issues.

• Accept customer requests for quotations and send them to the Quotations team for processing. Passes on leads to Sales.

• Available to support on weekends to attend urgencies or critical situation that could affect movement of the shipments.

Skills / Requirements

• Strong understanding of Air regulations, documentation, and incoterms.

• Minimum of 1 years in Air Freight Forwarding experience.

• Enthusiasm for building deep and lasting connections with our customers.

• Proactive and solution-oriented mindset, always demonstrating a "can do" attitude.

• Ability to resolve issues related to product movement and proactively communicating with the customer.

• Strong attention to detail and excellent communication skills (oral and written) in English are essential.

• Prior customer service experience is preferred.

• Proficiency in Microsoft Office, including Outlook, Teams, Word, and Excel

• Experience using Cargo Wise Transportation Management System is preferred.

• Students/Professionals in industrial engineering, international business, or related fields