Specialist - OFR

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

Job summary

Joinimagine seeks a Specialist OFR (Freight Forwarding) in Bogotá (GSC BOG) to manage shipments and engage customers, acting as liaison between clients and the DHL network to enhance service quality.

Ideal candidates have 1+ year in freight forwarding and strong English/Spanish communication, with teamwork and autonomous work style to coordinate with global network partners.

Qualifications

• Familiarity with freight forwarding concepts and Incoterms.
• Proficient in English and Spanish communication.
• Strong customer service and professional communication skills.

Responsibilities

• Respond to customers with accurate information on shipment status, documentation, transit times and prices by phone or email.
• Know ocean operations: shipment creation, track & trace and delivery at destination.
• Improve service experience by staying professional and empathetic with customers.
• Communicate with DHL Network colleagues and stress urgency to meet customer needs.
• Meet commitments for follow-up and ongoing communication with customers.
• Coordinate with DGF operations for bookings, schedules and pre-alerts and share details with customers.
• Coordinate exception handling with DGF operations and provide proactive updates to customers.
• Handle quotations requests and forward to Quotations team; pass leads to Sales.
• Record and resolve customer complaints or assign tasks to responsible teams.
• Be well-versed in freight forwarding terms, especially Incoterms, to offer best solution.

Skills

Communication

Customer service

Teamwork

Autonomy

Freight forwarding knowledge

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