About this role
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