Specialist - Ofr

Dhl Global Forwarding (Colombia) S.A.S.; Girardot; On-site; COP 24,000,000 - 42,000,000; Full time

Job summary

DHL Global Forwarding (Colombia) S.A.S. seeks a Specialist OFR (Freight Forwarding) to manage customer interactions, provide shipment status updates, and coordinate with the DHL network to ensure smooth deliveries across the country.

Responsibilities include quoting requests, following up with operations for booking and pre-alerts, resolving issues with urgency, and communicating in English and Spanish with clients and colleagues.

Qualifications

• Minimum of 1 year in Freight Forwarding.
• Strong verbal and written communication in English and Spanish.
• Teamwork and autonomy with a customer-service mindset.

Responsibilities

• Respond to customers consistently and confidently with accurate information on shipment status, tracking, documentation, transit times and prices.
• Ocean operations knowledge: shipment creation, track and trace, delivery at destination.
• Enhance service experience by maintaining professionalism and empathy with customers.
• Communicate with DHL Network colleagues with urgency on behalf of customers.
• Meet commitments to customers in follow-up and ongoing communication.
• Coordinate with DGF operations for booking, schedule, pre-alerts; validate and share details with customers.
• Coordinate/resolution of exceptions with DGF operations and provide proactive updates to customers.
• Handle customer quotation requests and forward to Quotations team; pass leads to Sales.
• Record customer complaints and resolve or escalate to appropriate functions.
• Be well versed with Freight forwarding terms, especially incoterms, to connect locally for best solutions.

Skills

Communication skills

Teamwork

Autonomy

Customer service

Bilingual English/Spanish

Education

Industrial Engineering or 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