Expert AFR-OAM

DHL Global Forwarding; Bogotá ciudad; On-site; COP 89,280,000 - 156,240,000; Full time

Job summary

DHL Global Forwarding in Bogotá seeks an Expert - AFR/OFR to manage key accounts and build trusted relationships with clients through timely, precise communications.

This role focuses on supporting the assigned account, achieving client KPIs and service agreements, and delivering performance reports while coordinating with internal and external partners to meet expectations. Fluency in English and strong service mindset are essential.

Qualifications

• Professional degree in industrial engineering, international business, or related field.
• 3–5 years of experience in logistics processes.
• Extensive knowledge of cargo transportation and the logistics industry.
• Fluent English (spoken and written).
• Strong customer service and communication skills.
• Teamwork and autonomy.
• Employees who have been in the organization for 12 months or in their current role.
• Employees that are not in transition projects.

Responsibilities

• Develop strong, trustful client relationships through timely, accurate communications.
• Provide support to the assigned account.
• Review and ensure achievement of client KPIs and service agreements.
• Provide performance reports.
• Maintain communication with internal/external third parties to meet client expectations.
• Provide proactive issue resolution and corrective actions to ensure service excellence.
• Key contact for escalations.
• Develop relationships with internal and external stakeholders.
• Coordinate business implementations.
• Participate/lead customer reviews (QBR and/or MBR).
• Coordinate stakeholder activities and ensure quality and timeliness.
• Understand client documentation requirements and provide guidelines to stakeholders to ensure compliance.
• Recommend and coordinate necessary changes based on process analysis.
• Assist DGF operations in resolving complex issues.

Skills

Customer service

Communication

English

Education

Industrial Engineering

International Business

Job description

• General purpose of the function: Develop a strong and trustful relationship with clients through timely and accurate communications.
• Responsible for providing support to the assigned account.
• Review and ensure the achievement of specific client KPIs and service agreements.
• Provide performance reports.
• Maintain communication with internal/external third parties to meet client expectations.
• Provide proactive issue resolution and corrective actions to ensure service excellence.
• Key contact for escalations.
• Develop a sustainable relationship with internal and external stakeholders.
• Coordinate business implementations.
• Participate/lead customer reviews (QBR and/or MBR).
• Complexity of the problem/process.
• Coordinate stakeholder activities and ensure quality and timeliness.
• Understand client documentation requirements and provide guidelines to stakeholders to ensure compliance.
• Recommend and coordinate necessary changes based on process analysis.
• Assist DGF operations in resolving complex issues

Title

Expert - AFR/OFR

Location

GSC BOG

Key Responsibilities

• General purpose of the function: Develop a strong and trustful relationship with clients through timely and accurate communications.
• Responsible for providing support to the assigned account.
• Review and ensure the achievement of specific client KPIs and service agreements.
• Provide performance reports.
• Maintain communication with internal/external third parties to meet client expectations.
• Provide proactive issue resolution and corrective actions to ensure service excellence.
• Key contact for escalations.
• Develop a sustainable relationship with internal and external stakeholders.
• Coordinate business implementations.
• Participate/lead customer reviews (QBR and/or MBR).
• Complexity of the problem/process.
• Coordinate stakeholder activities and ensure quality and timeliness.
• Understand client documentation requirements and provide guidelines to stakeholders to ensure compliance.
• Recommend and coordinate necessary changes based on process analysis.
• Assist DGF operations in resolving complex issues

Skills / Requirements

• Professionals in industrial engineering, international business, or related fields
• Minimum of 3-5 years in logistics processes
• Extensive knowledge of cargo transportation and the logistics industry
• Fluent communication in English (verbal and written).
• Customer service and communication skills.
• Teamwork and autonomy
• Employees who have been in the organization for 12 months or in their current role
• Employees that are not in transition projects