Expert AFR-OAM

Description

Summary: Administer Air Freight Operations and customer service to drive movement of goods and information while ensuring seamless performance, profitability, and compliance. Highlights: 1. Own transport orders and optimize booking processes 2. Provide exceptional customer service and resolve issues promptly 3. Ensure financial performance and resolve related issues **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