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, tracking, and delivery at destination. Enhance the service experience at DHL by exercising professionalism and empathy when dealing with each customer's varying needs and demands. Effectively communicate with DHL Network colleagues, focusing on 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, scheduling, and pre-alerts. Validate and share details with the customer. Coordinate and resolve exceptions with DGF operations and send proactive updates to the customer. Handle customer requests for quotations and forward them to the Quotations team for processing. Pass leads to Sales. Record and address customer complaints or assign tasks to other functions as needed. Be well-versed with freight forwarding terms, especially Incoterms, and know 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 & business skills in English, Portuguese, and Spanish. Strong customer service and communication skills. Ability to work both in a team and independently. #J-18808-Ljbffr