AIR FREIGHT SPECIALIST

40.000.000 - 80.000.000
Dhl


Job Title: Specialist AFR (OAM) Location: GSC BOG Administer Air Freight (AFR) Operations and Customer Service processes to ensure the movement of customer goods and information, 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 by 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 accurate capturing of costs and revenues against the customer’s profile, taking full ownership of financial performance and resolving related issues promptly. Handle 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 Air Export regulations, documentation, and incoterms. Minimum of 1 year of experience in Air Freight Forwarding. Enthusiasm for building deep and lasting customer relationships. Proactive and solution-oriented mindset with a positive "can do" attitude. Ability to resolve issues related to product movement 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 applications, including Outlook, Teams, Word, and Excel. Experience using Cargo Wise Transportation Management System is preferred. #J-18808-Ljbffr

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