Specialist - OFR

Deutsche Post DHL Group; Bogotá ciudad; On-site; COP 33,480,000 - 55,800,000; Full time

Job summary

Deutsche Post DHL Group is seeking a Specialist OFR (Freight Forwarding) in GSC BOG. The role centers on proactive customer engagement and acting as a bridge between customers and the DHL network to improve the customer experience.

Responsibilities include responding to customers on status, documentation, transit times and prices; managing ocean freight operations, tracking, and destination delivery; and coordinating with DHL Network colleagues to ensure urgency and proactive updates.

Qualifications

• 1+ year in Freight Forwarding or related logistics role.
• Strong verbal and written communication in English and Spanish.
• Customer service mindset with ability to handle multiple stakeholders.

Responsibilities

• Respond to customers with accurate information on shipment status, documentation, transit times and prices.
• Have ocean freight operational knowledge including shipment creation, track & trace, and delivery at destination.
• Enhance service experience by being professional and empathetic with customers.

Skills

English

Spanish

Customer service

Teamwork

Autonomy

Education

Industrial Engineering / International Business or related fields

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