Job Title: Specialist AFR Location: GSC BOG Develop and administer AFR Operations and Customer Service plans and processes to ensure the smooth flow of goods and information across the customer’s global supply chain. Utilize air transportation to maximize profitability and optimize the utilization of business and human assets, aligning with business strategy, objectives, corporate guidelines, and policies. Key Responsibilities: Act as the primary point of contact for customers regarding shipment information, incident/complaint management, ad hoc pricing, and claims. Ensure accurate capture of costs and revenues against the customer’s profile and take ownership of resolving both simple and complex issues. Track, record, analyze, and improve operational exceptions and irregularities. Respond to customer inquiries confidently and accurately via phone and email, providing information on shipment status, tracking, documentation requirements, transit times, and pricing. Enhance the customer service experience by demonstrating professionalism and empathy tailored to individual customer needs. Communicate effectively with DHL network colleagues, emphasizing a sense of urgency on behalf of the customer. Fulfill all commitments to customers, including follow-up and ongoing communication. Coordinate with DGF operations for bookings, scheduling, and pre-alerts. Validate and share details with customers. Manage exceptions and resolve issues with DGF operations, proactively updating customers on progress. Handle customer requests for quotations and forward them to the Quotations team; pass leads to Sales. Record and resolve customer complaints or escalate tasks to relevant functions. Maintain knowledge of freight forwarding terms, especially Incoterms, and connect locally to offer optimal solutions to customers. Be available to support urgent or critical situations on weekends that could impact shipment movement. Ensure gross profit control, prepare invoices, debit and credit notes, and maintain backup documentation to ensure timely and accurate invoicing. Skills / Requirements: Students or professionals in industrial engineering, international business, or related fields. Minimum of 1 year experience in Air Freight Forwarding operations. Excellent verbal and written communication skills in English and Spanish. Strong customer service and communication skills. Ability to work effectively in a team and independently. #J-18808-Ljbffr