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 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 the service experience in DHL by exercising professionalism and empathy when dealing with each customer's varying needs and demands. Communicate effectively with DHL Network colleagues, emphasizing a sense of urgency on behalf of the customer. Meet all commitments to customers regarding 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, while proactively updating the customer. Handle customer requests for quotations and forward them to the Quotations team for processing. Pass on leads to Sales. Record customer complaints; resolve them or assign tasks to other functions. 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, with proficiency in English and Spanish. Strong customer service and communication skills. Ability to work in a team and independently. #J-18808-Ljbffr