Location: GSC BOG Administer Air Freight (AFR) Operations and Customer Service processes to drive movement of customer goods and information while achieving seamless end-to-end performance and profitability and maintaining quality and regulatory compliance as part of a customer centric team that meets and exceeds customer and corporate objectives, guidelines, and policies.
Key Responsibilities: • Take ownership of transport orders, ensuring timely pickup, and optimizing booking processes • Prepare, control, and distribute necessary export documents, ensuring compliance to all origin export and destination import regulations.
• Collaborate with counterparts to validate and finalize documents.
• Assign tasks to supporting functions and monitor performance.
• Meet and exceed customer expectations as well as internal Key Performance Indicators, • As customer first point of contact, provide exceptional customer service, promptly providing accurate information related to shipment status, documentation requirements, incident resolution and pricing/quotes.
• Record, track, resolve, analyze and take necessary corrective action regarding all exceptions/operational irregularities - proactively updating the customer.
• 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.
• Obtain and maintain all company systems and commodity related certifications.
• Ensure that correct costs and revenues are captured against customer's profile - taking full ownership of financial performance, promptly resolving any related issues.
simple and complex issues.
• Accept customer requests for quotations and send them to the Quotations team for processing.
Passes on leads to Sales.
• Available to support on weekends to attend urgencies or critical situation that could affect movement of the shipments.
Skills / Requirements: · Strong understanding of Air Export regulations, documentation, and incoterms.
· Minimum of 3 years in Air Freight Forwarding experience.
· Excellent verbal and written communication skills & business skills in English, Portuguese and Spanish.
· Enthusiasm for building deep and lasting connections with our customers.
· Proactive and solution-oriented mindset, always demonstrating a "can do" attitude.
· Ability to resolve issues related to product movement and proactively communicating with the customer.
· Strong attention to detail and excellent communication skills (oral and written) in English, Portuguese and Spanish.
· Prior customer service experience is preferred.
· Proficiency in Microsoft Office, including Outlook, Teams, Word, and Excel · Experience using Cargo Wise Transportation Management System is preferred.
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.