Expert AFR-OAM

Joinimagine; Bogotá ciudad; On-site; COP 24,000,000 - 42,000,000; Full time

Job summary

DHL in Bogotá is seeking an Expert AFR (OAM) to manage Air Freight operations and customer service processes, aiming for seamless end-to-end performance in a customer-centric team. The role emphasizes ownership of transport orders, regulatory-compliant documentation, and proactive customer communication.

Ideal candidates have at least 1 year in Air Freight Forwarding, solid English communication, and proficiency with MS Office and CargoWise.

Qualifications

• Minimum of 1 year in Air Freight Forwarding experience.

Responsibilities

• Own transport orders, ensuring timely pickup and optimized bookings.
• Prepare and distribute necessary documents, ensuring regulatory compliance for origin exports and destination imports.
• Collaborate to validate and finalize documents with counterparts.
• Provide exceptional customer service and update customers on shipment status and pricing.
• Record, track and resolve operational irregularities and take corrective action.
• Communicate with DHL network with urgency to meet customer needs.
• Ensure cost and revenue are captured against customer profiles and address related issues.
• Assist Quotations team for customer quotes and pass leads to Sales.
• Available to support on weekends for urgencies.

Skills

Air freight

Documentation

Microsoft Office

English fluency

Customer service

CargoWise

Tools

CargoWise TMS

Job description

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