Job Title: Specialist AFR Location: GSC BOG Administer Air Freight (AFR) Operations and Customer Service processes to drive the movement of customer goods and information while achieving seamless end-to-end performance, 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 export documents, ensuring compliance with 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 the customer’s 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 actions regarding all exceptions/operational irregularities, proactively updating the customer. Enhance the service experience in DHL by exercising professionalism and empathy when dealing with each customer's varying needs and demands. Communicate effectively with DHL Network colleagues, emphasizing 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 the customer’s profile, taking full ownership of financial performance and promptly resolving related issues, whether simple or complex. Accept customer requests for quotations and forward them to the Quotations team for processing. Pass leads to Sales. Support weekend operations to attend to urgencies or critical situations affecting shipment movement. Skills / Requirements: Strong understanding of export or import regulations, documentation, and incoterms. Minimum of 1 year in freight forwarding experience. Enthusiasm for building deep and lasting connections with customers. Proactive and solution-oriented mindset, demonstrating a 'can do' attitude. Ability to resolve product movement issues and communicate proactively with customers. Strong attention to detail and excellent communication skills (oral and written) in English. 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. #J-18808-Ljbffr