Expert AFR-OAM

Descripción de la vacante

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