Title: Expert - OFR (OAM)

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
• The minimum experience of 1 year may be equivalent to the requirement of professional education.
• 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.

Relevant information:

• Type of Contract: Indefinite - Directly with DHL Colombia.
• Performance bonus up to 13% of salary