Specialist - AFR

DHL Global Forwarding; Pasay; On-site; PHP 390,600 - 613,800; Full time

Job summary

DHL Global Forwarding Philippines is seeking an Airfreight Operations Specialist responsible for managing shipments from initiation to delivery, ensuring compliance, efficiency, and customer satisfaction.

You will engage with customers, handle documentation, monitor performance, resolve incidents, and work with ERP systems to improve data quality and ensure timely, accurate invoicing and billing.

Qualifications

• Bachelor's degree required (any field).
• Minimum 3–4 years of related experience.
• Logistics or Air Freight operations experience preferred.
• Proficiency with ERP systems.
• Good computer skills (Word, Excel, PowerPoint).
• Strong verbal and written communication and interpersonal skills.
• Proactive, able to resolve issues and exceed expectations.
• Ability to work independently with limited supervision.
• Team-oriented and collaborative.
• Excellent data accuracy and attention to detail.

Responsibilities

• Engage directly with customers, collect shipment information, address incidents, and resolve complaints.
• Accurately capture and assign costs and revenues to customer profiles; resolve simple discrepancies.
• Handle shipment administrative tasks: bookings, documentation, and coordination of local/international transport.
• Manage shipments under guidance to meet service commitments and timely delivery.
• Identify and report operational exceptions or irregularities; communicate timely resolutions.
• Improve shipment data quality and ensure records reflect current status and performance.
• Adhere to regulatory compliance procedures for commodities and shipping locations.
• Develop and execute optimized shipment solutions aligned with customer needs.
• Prepare and issue customer invoices with complete backup documentation.
• Monitor shipment performance using available tools and identify areas for improvement.

Skills

Air Freight operations

Customer service

Communication

Problem solving

Independent work

Team collaboration

Education

Bachelor's degree (any)

Tools

ERP systems

Job description

In this role, you will manage airfreight shipments from initiation to delivery, ensuring regulatory compliance, operational efficiency, and exceptional customer satisfaction. This role involves managing customer relationships, resolving operational issues, processing necessary documentation, monitoring shipment performance, and ensuring that all tasks are performed accurately and effectively. The Airfreight Operations Specialist will engage proactively with customers, handle shipment-related incidents and complaints, and meet service commitments in line with corporate guidelines and business strategies.

Key Responsibilities

• Customer Engagement & Issue Resolution: Engage directly with customers under general or limited supervision to collect shipment information, address incidents, and resolve complaints. Ensure clear communication and effective problem‑solving to meet customer expectations.
• Cost & Revenue Management: Ensure accurate capture and assignment of costs and revenues to customer profiles. Resolve simple discrepancies and proactively seek guidance to resolve more complex issues related to billing or cost allocation.
• Shipment Administrative Support: Handle administrative tasks related to shipment management, including receiving customer bookings, gathering required documentation, and coordinating local and international transport activities.
• Shipment Management: Under guidance, manage shipments according to customer service commitments, ensuring timely and efficient delivery. Address operational issues or irregularities promptly to avoid delays.
• Exception & Irregularity Reporting: Identify and report operational exceptions or irregularities to relevant stakeholders. Ensure timely communication and resolution of delays or issues.
• Data Quality Improvement: Proactively seek guidance on improving shipment data quality and ensuring accuracy in shipment records. Ensure data reflects the current status and performance of shipments.
• Regulatory Compliance: Adhere to necessary regulatory compliance procedures related to commodities, shipping locations, and other relevant legal or industry requirements. Ensure that shipments are routed and documented according to these regulations.
• Shipment Routing: Develop and execute optimal shipment solutions that are tailored to meet customer needs, ensuring that each shipment is handled efficiently and aligns with customer expectations. Focus on delivering high service quality while strategically optimizing routes and resources to maximize profitability for the organization.
• Invoice Preparation & Documentation: Prepare and issue customer invoices, ensuring all necessary backup documentation is provided. Ensure invoices are timely and accurate, reflecting the correct details of each shipment.
• Performance Monitoring: Use available tools to monitor shipment performance, highlighting any issues or discrepancies. Use these insights to identify areas for improvement and minimize performance gaps.

Required Skills/Abilities

• Bachelor´s degree (any). A degree in logistics, management will be an advantage.
• Minimum 3-4 years of experience.
• Logistics background / Air Freight operations experience will be an added advantage.
• Well versed with any ERP usage.
• Good computer knowledge (words, excel, power point).
• Good communication (verbal and written) and interpersonal skills.
• Strong ability to proactively engage with customers, resolve issues efficiently, and exceed expectations.
• Ability to identify and resolve operational issues. While seeking guidance when necessary, also take ownership of problem resolution and provide proactive solutions.
• Capable of working independently under limited supervision for routine situations to achieve objectives and deliver results with a short-term, operational focus.
• Ability to work well with colleagues, vendors, and customers to ensure smooth operations and timely deliveries.