**Job Tittle: Specialist AFR** **Location: GSC BOG** Administer Air Freight (AFR) Operations and Customer Service processes to drive movement of customer goods and information while achieving seamless end-to-end performance and profitability and maintaining quality and regulatory compliance as part of a customer centric team that meets and exceeds customer and corporate objectives, guidelines, and policies. **Key Responsibilities**: - Take ownership of transport orders, ensuring timely pickup, and optimizing booking processes - Prepare, control, and distribute necessary export documents, ensuring compliance to all origin export and destination import regulations. - Collaborate with counterparts to validate and finalize documents. - Assign tasks to supporting functions and monitor performance. - Meet and exceed customer expectations as well as internal Key Performance Indicators, - As customer first point of contact, provide exceptional customer service, promptly providing accurate information related to shipment status, documentation requirements, incident resolution and pricing/quotes. - Record, track, resolve, analyze and take necessary corrective action regarding all exceptions/operational irregularities - proactively updating the customer. - Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands. - Effectively communicates with DHL Network colleagues with focus on stressing a sense of urgency on behalf of the customer. - Obtain and maintain all company systems and commodity related certifications. - Ensure that correct costs and revenues are captured against customer’s profile - taking full ownership of financial performance, promptly resolving any related issues. simple and complex issues. - Accept customer requests for quotations and send them to the Quotations team for processing. Passes on leads to Sales. - Available to support on weekends to attend urgencies or critical situation that could affect movement of the shipments. **Skills / Requirements**: - Strong understanding of Air Export regulations, documentation, and incoterms. - Minimum of 1 years in Air Freight Forwarding experience. - Enthusiasm for building deep and lasting connections with our customers. - Proactive and solution-oriented mindset, always demonstrating a "can do" attitude. - Ability to resolve issues related to product movement and proactively communicating with the customer. - Strong attention to detail and excellent communication skills (oral and written) in English are essential. - Prior customer service experience is preferred. - Proficiency in Microsoft Office, including Outlook, Teams, Word, and Excel - Experience using Cargo Wise Transportation Management System is preferred. **Relevant information**: **Salary**: $4.000.000 Type of Contract: Indefinite - Directly with DHL Colombia. Performance bonus from 7% to 13% of salary ($223.860min - $415.740max). Food Allowance: $95.564.