Title: Specialist OFR (OAM) Location: GSC BOG The agent plays a crucial role in ensuring the smooth and efficient management of shipments within their assigned country. This role is dedicated to proactive customer engagement and serves as a bridge between customers and the DHL network to enhance the customer experience. Key Responsibilities - Respond to customers consistently and confidently by providing accurate information regarding shipment status, tracking, documentation requirements, transit time, and prices (via phone calls and emails as required) - Have ocean operational knowledge, including shipment creation, tracking, and delivery at destination. - Enhance the service experience in DHL by exercising professionalism and empathy when dealing with each customer's unique needs and demands. - Communicate effectively with DHL network colleagues, emphasizing urgency on behalf of the customer. - Meet all commitments to customers in terms of follow-up and ongoing communication. - Follow up with DGF operations for booking, scheduling, and pre-alerts. Validate and share details with the customer. - Coordinate and resolve exceptions with DGF operations and proactively update the customer. - Accept customer requests for quotations and forward them to the Quotations team; pass leads to Sales. - Record customer complaints, resolve them, or assign tasks to relevant functions. - Be well-versed with freight forwarding terms, especially Incoterms, and understand how to connect locally to offer the best solutions to end customers. Skills / Requirements - Professionals in industrial engineering, international business, or related fields. - Minimum of 1 year experience in freight forwarding. - Excellent verbal and written communication skills, with proficiency in English and Spanish. - Strong customer service and communication skills. - Ability to work well in a team and independently. #J-18808-Ljbffr Required Skill Profession Cadena De Suministro, Logística Y Transporte