Expert Air Freight (OAM) – Customer Service & Operations

About the role

The Expert Air Freight (OAM) will manage Air Freight (AFR) operations and customer service processes, ensuring seamless movement of goods while meeting profitability, quality, and regulatory standards. You will act as the primary point of contact for customers, delivering exceptional service and supporting the DHL network.

Key responsibilities

• Take ownership of transport orders, ensuring timely pickup and optimal booking.
• Prepare, control, and distribute documentation in compliance with export and import regulations.
• Collaborate with internal teams to validate and finalize shipment documents.
• Assign tasks to supporting functions and monitor their performance.
• Provide accurate shipment status, documentation requirements, incident resolution, and pricing information to customers.
• Record, track, and resolve operational exceptions, proactively updating customers.
• Maintain certifications for company systems and commodities.
• Capture correct costs and revenues, resolving financial issues promptly.
• Forward quotation requests to the Quotations team and pass leads to Sales.
• Support urgent or critical situations on weekends when needed.

Required profile

• Minimum 1 year of experience in air freight forwarding.
• Strong understanding of air regulations, documentation, and Incoterms.
• Enthusiastic about building lasting customer relationships.
• Proactive, solution‑oriented mindset with a “can do” attitude.
• Excellent attention to detail and communication skills in English.
• Prior customer service experience is preferred.
• Students or professionals in industrial engineering, international business, or related fields are welcome.

Required skills

• Microsoft Outlook
• Microsoft Teams
• Microsoft Word
• Microsoft Excel
• CargoWise Transportation Management System