Expert - AFR OAM

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 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.

Relevant information:


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