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 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...