CRM - Expert AFR

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