Specialist - OFR

DHL Global Forwarding; Bogotá ciudad; On-site; COP 40,000,000 - 60,000,000; Full time

Job summary

DHL Global Forwarding in Bogotá seeks a Specialist OFR (Freight Forwarding) to manage shipments with a strong focus on proactive customer engagement. The role bridges customers and the DHL network to enhance satisfaction and service delivery.

Responsibilities include responding to inquiries, coordinating with operations, and handling quotes and exceptions while applying Incoterms and ensuring timely updates to clients.

Qualifications

• 1 year minimum in Freight Forwarding.
• Excellent verbal and written communication in English and Spanish.
• Customer service and communication skills.
• Teamwork and autonomy.

Responsibilities

• Respond to customers with shipment status, documentation, transit time and prices via phone and email.
• Ocean operations knowledge: shipment creation, track and trace, and delivery at destination.
• Enhance service experience by being professional and empathetic with each customer.
• Communicate with DHL Network colleagues with urgency on behalf of the customer.
• Meet commitments to customers in follow-up and ongoing communication.
• Coordinate with DGF operations for booking, schedules and pre-alerts; share details with the customer.
• Coordinate exceptions with DGF operations and provide proactive updates to customers.
• Process quotations by routing requests to Quotations team; pass leads to Sales.
• Record and resolve customer complaints or assign tasks to others.
• Know Incoterms and connect locally to offer best solutions.

Skills

Communication skills

Customer service

Teamwork

Autonomy

English proficiency

Spanish proficiency

Education

Industrial engineering

International business

Job description

Title: Specialist OFR (Freight Forwarding)

Location: GSC BOG

The Agent plays a crucial role in ensuring the smooth and efficient management of shipments within their assigned country. This role is dedicated to proactive customer engagement and serves as a bridge between customers and the DHL network to enhance the customer experience.

Key Responsibilities

• Respond to customers consistently and confidently by providing accurate information in areas such as shipment status and tracking, documentation requirements, transit time and prices (trough phone calls and emails as required)
• Ocean operational knowledge covering shipment creation, track and trace and delivery at destination.
• 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
• Meet all commitments to the customers in terms of follow-up/ongoing communication
• Follow up with DGF operations for booking/schedule/pre-alerts. Validate and share details with the customer
• Exception coordination/resolution with DGF operations & simultaneously send proactive updates to the customer
• Accept customer requests for quotations and send them to the Quotations team for processing. Passes on leads to Sales
• Record any customer complaints; solves customer complaints or assigns tasks to other functions
• Well versed with Freight forwarding terms specially incoterms and ways to connect locally to offer best solution to end customer.

Skills / Requirements

• Students/Professionals in industrial engineering, international business, or related fields
• Minimum of 1 year in Freight Forwarding
• Excellent verbal and written communication skills & business skills in English and Spanish
• Customer service and communication skills.
• Teamwork and autonomy