Title: Specialist 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 regarding shipment status, tracking, documentation requirements, transit time, and prices (via phone calls and emails as required). Have ocean operational knowledge covering shipment creation, tracking, and delivery at destination. Enhance the service experience in DHL by exercising professionalism and empathy when dealing with each customer's varying needs and demands. Effectively communicate with DHL network colleagues, emphasizing 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 bookings, scheduling, and pre-alerts. Validate and share details with the customer. Coordinate and resolve exceptions with DGF operations, while proactively updating the customer. Handle customer requests for quotations and forward them to the Quotations team for processing. Pass leads to Sales. Record any customer complaints; resolve them or assign tasks to other functions. Be well-versed with freight forwarding terms, especially Incoterms, and understand how to connect locally to offer the best solutions to end customers. Skills / Requirements : Professionals in industrial engineering, international business, or related fields. Minimum of 1 year experience in freight forwarding. Excellent verbal and written communication skills, with business proficiency in English and Spanish. Strong customer service and communication skills. Ability to work effectively in a team and independently. #J-18808-Ljbffr