Job Title: Specialist AFR Location: GSC BOG Develop and administer AFR Ops / CS plans and processes to deliver the flow of goods and information across the customer's global supply chain utilizing air transportation, maximizing profitability and optimizing utilization of business and human assets in line with business strategy and objectives, corporate guidelines, and policies. Key Responsibilities: Act as the customer's first point of contact for shipment information, incident/complaint management, ad hoc pricing, and claims. Ensure that correct costs and revenues are captured against the customer's profile and take ownership to solve simple and complex issues. Track, record, analyze, and improve exceptions/operational irregularities. Respond to customers consistently and confidently by providing accurate information in areas such as shipment status and tracking, documentation requirements, transit time, and prices (through phone calls and emails as required). Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands. Effectively communicate with DHL Network colleagues with a 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. Coordinate exception resolution with DGF operations and simultaneously send proactive updates to the customer. Accept customer requests for quotations and send them to the Quotations team for processing. Record any customer complaints; solve customer complaints or assign tasks to other functions. Well versed with Freight forwarding terms, especially incoterms, and ways to connect locally to offer the best solution to the end customer. Available to support on weekends to attend urgencies or critical situations that could affect the movement of the shipments. Ensure GP Control, prepare invoices, debit and credit notes, and necessary backup documentation ensuring customer invoice timeliness and accuracy. 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. Relevant Information: Salary: $3.198.000. Type of Contract: Indefinite - Directly with DHL Colombia. Performance bonus from 7% to 13% of salary ($223.860min- $415.740max). Food Allowance: $95.564. #J-18808-Ljbffr