Ensuring Smooth Shipments Our OFR Specialist plays a vital role in the efficient management of ocean shipments within their assigned country. They provide proactive customer engagement, bridging the gap between customers and the DHL network to enhance the customer experience. Key Responsibilities: 1. Respond to customers consistently and confidently, providing accurate information on shipment status, tracking, documentation requirements, transit time, and prices via phone calls and emails as required. 2. Maintain knowledge of ocean operations, including shipment creation, track and trace, and delivery at destination. 3. Enhance service experience by exercising professionalism and empathy when dealing with each customer's varying needs and demands. 4. Effectively communicate with DHL network colleagues, emphasizing a sense of urgency on behalf of the customer. 5. Meet commitments to customers regarding follow-up and ongoing communication. 6. Follow up with DGF operations for booking, scheduling, and pre-alerts; validate and share details with the customer. 7. Coordinate and resolve exceptions with DGF operations while proactively updating the customer. 8. Handle customer requests for quotations and forward them to the Quotations team for processing; pass leads to Sales. 9. Record and address customer complaints or escalate tasks to other functions as needed. 10. Be well-versed in freight forwarding terms, especially Incoterms, and connect locally to offer the best solutions to end customers. Requirements: - Professionals in industrial engineering, international business, or related fields. - Minimum of 1 year experience in freight forwarding. - Excellent verbal and written communication skills in English and Spanish. - CUSTOMER SERVICE AND COMMUNICATION SKILLS. - Ability to work in a team and independently.