Key Responsibilities:

• Act as Customer first point of contact for shipment information, incident/complaint management, ad hoc pricing, and claims
• Ensure that correct costs and revenues are captured against customer’s profile and take ownership to solve simple and complex issues
• Track, record, analyze and improve exceptions/operational irregularities
• Respond to customers consistently and confidently by providing accurate information in areas such as shipment status and tracking, documentation requirements, transit time and prices (trough phone calls and emails as required)
• 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.
• Meet all commitments to the customers in terms of follow-up/ongoing communication.
• Follow up with DGF operations for booking/schedule/pre-alerts. Validate and share details with the customer.
• Exception coordination/resolution with DGF operations & simultaneously send proactive updates to the customer.
• Accept customer requests for quotations and send them to the Quotations team for processing. Passes on leads to Sales.
• Record any customer complaints; solves customer complaints or assigns tasks to other functions.
• Well versed with Freight forwarding terms specially incoterms and ways to connect locally to offer best solution to end customer.
• Available to support on weekends to attend urgencies or critical situation that could affect movement of the shipments
• Ensure GP Control, prepare invoices, debit and credit notes and necessary back-up documentation ensuring customer invoice timeliness and accuracy

Skills / Requirements:

• Students/professionals in industrial engineering, international business, or related fields
• Minimum of 1 year in Freight Forwarding
• Excellent verbal and written communication skills & business skills in English and Spanish
• Customer service and communication skills.
• Teamwork and autonomy

Relevant information:

• Salary: $3.198.000.
• Type of Contract: Indefinite - Directly with DHL Colombia.
• Performance bonus from 7% to 13% of salary ($223.860min- $415.740max).
• Food Allowance: $95.564.