Title: Specialist OFR (OAM) Location: Bogotá 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 regarding shipment status, tracking, documentation requirements, transit time, and prices via phone calls and emails as required. - Have ocean operational knowledge including shipment creation, tracking, and delivery at destination. - Enhance the service experience in DHL by exercising professionalism and empathy when dealing with each customer's unique needs and demands. - Communicate effectively with DHL network colleagues emphasizing 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 proactively update the customer. - Acept customer requests for quotations and forward them to the Quotations team pass leads to Sales. - Record customer complaints resolve them or assign tasks to relevant functions. - Be well-versed with freight forwarding terms especially Incoterms and understand 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 well in a team and independently.