Job Tittle: Specialist 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 export 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 Export 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.