AFR Team Lead: Freight Ops & Customer Experience

DHL Global Forwarding; Bogotá; Presencial; COP 120.000.000 - 180.000.000; Jornada completa

Descripción de la vacante

DHL Global Forwarding Colombia is looking for an AFR Team Manager to lead a team of Export and Import specialists, including agents and supervisors, and to ensure delivery requirements are met for customers and operations.

The role emphasizes coaching, KPI achievement, process optimization, and close collaboration with BP and customers to enhance service levels and efficiency across the DHL network.

Formación

• Bachelor's degree in administration, international business, finance or related fields.
• Min 5 Years of relevant experience. Logistics / AFR experience is a must. Especially in Freight Forwarder.
• Min 3 Years of experience leading teams.

Responsabilidades

• Manage, develop, lead, and oversee a team with the primary objective of serving as a liaison between the customer and the DHL network, dedicated to providing exceptional support and ensuring the customer's optimal experience.
• Organizes, plans, and facilitates the day-to-day work of a team of AFR Freight Export and Import Operations Specialists
• Provide functional, analytical, and strategic support to the Service Delivery Head in a proactive and timely manner.
• Maintain permanent interaction with the BP and customers in order to address on any service adjustment and/or business opportunities.
• Collaborate with cross functional teams to support service excellence initiatives (OPEX and Transition full support).
• To understand the requirement of the BP / customers documentation and devise guidelines to the teams to ensure compliance.
• Analyze existing working procedures and propose improvements to increase efficiencies and added value to the BP
• Monitoring through periodic reports to ensure timely closure of jobs resulting in achieving of the KPIs.
• Develop IKOs/ KPIs with team members and manage individual performance.
• Provide timely feedback for the team in charge.

Conocimientos

Team leadership

People management

Customer service

Communication skills

English (B2-C1)

Spanish proficiency

Educación

Bachelor's degree in administration, international business, finance or related fields

Herramientas

CargoWise

Descripción del empleo

DHL Global Forwarding Colombia is looking for an AFR Team Manager to lead a team of Export and Import specialists, including agents and supervisors, and to ensure delivery requirements are met for customers and operations.

The role emphasizes coaching, KPI achievement, process optimization, and close collaboration with BP and customers to enhance service levels and efficiency across the DHL network.