Join to apply for the Expert Ocean Freight Forwarder role at DHL Global Forwarding
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 (through phone calls and emails as required)
- Maintain ocean operational knowledge covering shipment creation, track and trace, and delivery at destination
- Enhance service experience by exercising professionalism and empathy when dealing with each individual customer’s needs
- Communicate effectively with DHL Network colleagues, stressing a sense of urgency on behalf of the customer
- Meet all commitments to customers in terms of follow-up and ongoing communication
- Follow up with DGF operations for booking/schedule/pre-alerts.
Validate and share details with the customer - Coordinate and resolve exceptions with DGF operations and provide proactive updates to the customer
- Accept customer requests for quotations and send to the Quotations team for processing; pass leads to Sales
- Record and resolve customer complaints or assign tasks to other functions
- Be well versed with freight forwarding terms, especially Incoterms, and connect locally to offer the best solution to the end customer
Skills / Requirements
- Students/Professionals in industrial engineering, international business, or related fields
- Minimum 1 year of experience in freight forwarding; 1 year may be equivalent to the requirement of professional education
- Excellent verbal and written communication 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
Seniority level
Employment type
Job function
- Management and Manufacturing
Industries
- Transportation, Logistics, Supply Chain and Storage
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