Air Freight Operations & Customer Success Expert

DHL Global Forwarding; Bogotá; Presencial; COP 42.000.000 - 68.000.000; Jornada completa

Descripción de la vacante

DHL Global Forwarding in Bogotá seeks an Expert AFR (OAM) to administer Air Freight operations and customer service processes, driving timely movement of goods while ensuring compliance and profitability. You will be part of a customer-centric team focused on meeting corporate objectives and policies.

Ideal candidates have at least 1 year in AFR, strong English, and proficiency in MS Office. Weekend support may be required for urgent movements and critical situations.

Formación

• Knowledge of air regulations, documentation, and incoterms.
• 1+ year in Air Freight Forwarding.
• Experience in customer service and maintaining customer satisfaction.
• Strong verbal and written English communication.
• Proactive, solutions-oriented mindset with attention to detail.

Responsabilidades

• Take ownership of transport orders, ensuring timely pickup and booking efficiency.
• Prepare, control, and distribute documents per 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 and internal KPIs.
• Provide exceptional customer service with accurate shipment status updates and pricing information.
• Record, track, and resolve operational exceptions; inform customers.
• Enhance service experience with professionalism and empathy.
• Communicate with DHL Network colleagues to emphasize urgency for customers.
• Obtain and maintain all company systems and certifications.
• Ensure costs and revenues are correctly captured against customer profiles.
• Process quotations with Quotations team and pass leads to Sales.
• Be available to support on weekends for urgent shipments.

Conocimientos

Air regulations & incoterms

Air Freight Forwarding exp

Customer relationship

Problem solving

Communication in English

Customer service experience

MS Office proficiency

CargoWise proficiency

Industrial engineering / related field

Related fields knowledge

Educación

Industrial engineering / International business

Herramientas

Cargo Wise Transportation Management System

Microsoft Office Suite

Descripción del empleo

DHL Global Forwarding in Bogotá seeks an Expert AFR (OAM) to administer Air Freight operations and customer service processes, driving timely movement of goods while ensuring compliance and profitability. You will be part of a customer-centric team focused on meeting corporate objectives and policies.

Ideal candidates have at least 1 year in AFR, strong English, and proficiency in MS Office. Weekend support may be required for urgent movements and critical situations.