Air Freight Operations Specialist – Customer Impact

DHL Global Forwarding; Bogotá ciudad; Presencial; COP 60.000.000 - 85.000.000; 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 on-time movement of goods while ensuring quality, compliance, and profitability within a customer-centric team.

You will own transport orders, manage documentation, collaborate with colleagues, monitor performance, and provide accurate shipment updates, quotes, and issue resolution. Weekend support may be required to handle urgencies and critical situations.

Formación

• 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

Responsabilidades

• 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.

Conocimientos

Air freight forwarding

Customer service

Document control

Regulatory compliance

Communication skills

Microsoft Office

CargoWise TMS

English proficiency

Problem solving

Educación

Industrial engineering / International business

Herramientas

CargoWise Transportation Management System

Descripción del empleo

DHL Global Forwarding in Bogotá seeks an Expert AFR (OAM) to administer Air Freight Operations and Customer Service processes, driving on-time movement of goods while ensuring quality, compliance, and profitability within a customer-centric team.

You will own transport orders, manage documentation, collaborate with colleagues, monitor performance, and provide accurate shipment updates, quotes, and issue resolution. Weekend support may be required to handle urgencies and critical situations.