Expert AFR-OAM

DHL; Puerto Bogotá; On-site; COP 36,000,000 - 54,000,000; Full time

Job summary

DHL Group in Bogotá seeks an Expert AFR (OAM) to administer Air Freight operations and customer service, ensuring seamless movement of goods while complying with export/import regulations. You will own transport orders, coordinate with teams, prepare crucial documents, and respond to shipment status inquiries.

This role requires a proactive, customer-first mindset, strong English communication, and proficiency in MS Office and Cargo Wise TMS. Weekend availability may be required.

Qualifications

• Experience with air freight processes and incoterms.
• Strong documentation and regulatory knowledge for AFR.
• Customer service mindset and ability to resolve issues.
• Proficient English communication and accurate data handling.
• Proficient with MS Office and airline/TMS tools.

Responsibilities

• Own transport orders, ensure timely pickup and booking optimization.
• Prepare and control documents, ensure export/import compliance.
• Collaborate to validate final documents with counterparts.
• Assign tasks to supporting functions and monitor KPIs.
• Provide exceptional customer service and timely shipment updates.
• Record and resolve exceptions, pro-actively update customers.
• Communicate with DHL colleagues to convey urgency for customers.
• Ensure costs and revenues are captured against customer profiles.
• Support quotations and pass leads to Sales; weekend availability.

Skills

Air freight regulations

1 year Air Freight Forwarding

Customer relationships

Proactive problem solving

English communication

Attention to detail

Microsoft Office

Cargo Wise TMS

Education

Industrial engineering / International business student or professional

Tools

Cargo Wise Transportation Management System

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