About UsReady to rock the future with us? At Hellmann we put our people at the heart of everything we do, because for us, relationship matters. Joining us does not just mean becoming part of a general company. It is an invitation to shape the future of the logistics industry together with us.

Our Hellmann culture is based on our four values: Caring, Entrepreneurial, Forward-Thinking and Reliable. These values resonate with yours? Then become part of our FAMILY that consists of around 10.000 employees in more than 200 locations worldwide.For the better.

Together..The AF Gateway Operations Specialist is dedicated to providing expertise, supporting the organisation's objectives through the application of specialised knowledge and skills. This role focuses on delivering high quality results in AF Gateway Operations and contributing to strategic initiatives.ESSENTIAL DUTIES AND RESPONSIBILITIES:Handle incoming customer calls for requests.Track and trace, shipment exceptions, and other inquiries in a professional manner, with the objective to provide quality customer service. This includes providing accurate, valid, and complete information.Resolve problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.Open and maintain customer accounts by recording account information.Follow communication procedures, guidelines, and policiesProvide exception reporting dailyAdditional tasks as assigned by the SupervisorSUPERVISORY RESPONSIBILITIESThis position does not supervise any direct reports.QUALIFICATIONSTo perform this job successfully,



an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION AND EXPERIENCE:High School Diploma1 to 3 years of previous experience in freight forwarding industry preferredCompletion of any industry related course is a plusExcellent verbal and written communication skills in English, Spanish and PortugueseProven customer support experienceUnderstand Courier service, product, systems and proceduresUnderstand Invoicing process ( CW1 Knowledge is a plus)Excellent organizational skills and attention to detailProficient with Microsoft OfficeKNOWLEDGE, SKILLS & ATTRIBUTESSelf-confident, creative, innovativeCustomer Service SkillsCan make something complex easy to understandCan move from strategic to detailed focus easilyWilling to help; looks for solutions; coaches others in finding their own solutionsTeam oriented. Willing to coach and receive coaching.

Willing to lead and to follow depending on the situation.



Eager to go above and beyond when needed to be successful Customer-focusedOrganizational skillsProduct KnowledgeCurious and continuously looking for ways to learn and growPositive Attitude / Problem SolvingComputer LiteratePHYSICAL DEMANDSFrequently required to stand, and walkRegularly required to sit for extended periodsRegularly uses arms to reach, hands and fingers for computer and phone useSpeaking clearly and listening for heavy phone contactRequires close-up and computer screen distance vision abilityReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.WORK ENVIRONMENTThe work environment characteristics are similar of those of an office setting with various office equipment.This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision.

The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender, age, any disabilities, religion, ethnic origin or sexual identity: We are looking forward to meeting you!If you are excited by this fantastic opportunity and have what it takes, then click APPLY!

📌 Airfreight HEX Specialist (Madrid)
🏢 Hellmann Service Center
📍 Madrid