Expert - AFR/OFR

Title: Expert - AFR/OFR

Location: GSC BOG

Key Responsibilities:

General purpose of the function: Develop a strong and trustful relationship with clients through timely and accurate communications.


* Responsible for providing support to the assigned account.


* Review and ensure the achievement of specific client KPIs and service agreements.

• Provide performance reports.


* Maintain communication with internal/external third parties to meet client expectations.

• Provide proactive issue resolution and corrective actions to ensure service excellence.


* Key contact for escalations.


* Develop a sustainable relationship with internal and external stakeholders.

• Coordinate business implementations.


* Participate/lead customer reviews (QBR and/or MBR).


* Complexity of the problem/process.


* Coordinate stakeholder activities and ensure quality and timeliness.


* Understand client documentation requirements and provide guidelines to stakeholders to ensure compliance.


* Recommend and coordinate necessary changes based on process analysis.


* Assist DGF operations in resolving complex issues

Skills / Requirements:

Professionals in industrial engineering, international business, or related fields


* Minimum of 3-5 years in logistics processes


* Extensive knowledge of cargo transportation and the logistics industry


* Fluent communication in English (verbal and written).


* Customer service and communication skills.


* Teamwork and autonomy


* Employees who have been in the organization for 12 months or in their current role


* Employees that are not in transition projects

Relevant information:


* Type of Contract: Indefinite - Directly with DHL Colombia.


* Performance bonus up to 13% of salary