AOG Desk Front Officer
FedEx LogisticsCustomer Management : The Front Officer manages customer requests. He/she reflects and initiates actions related to the best transportation plan, with a focus on customer satisfaction, competitiveness, and profitability.
Operational Management: the Front Officer is responsible for ensuring the smooth running of AOG activities, in accordance with the existing SOPs, Quality processes, and the compa
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ny's values.
Customer Relation Key Outcomes
Answer & Handle customer requests
Advise the customer on potential restrictions (Weather/Geo-Political/TradeCompliance/etc…)
Find suitable solutions for customer requests (White/Orange/Purple)
Adhere to client-specific operational procedures (SOP)
Represent the client to carriers and FXL network
Negotiate with suppliers
Validate service quotes if necessary
Inform the customer in real-time
Update instructions for Hand-Over
Operational Key Outcomes
Create files in F.A.S.T in accordance with KPIs
Give instructions to the Back Officer
Maintain constant communication with the Back Officer
Be able to handle the complete processing of both national and internationalshipments
Track and monitor AOGs in F.A.S.T in real-time
Follow up on confirmations of loading, pickup, and delivery of goods
Check files according to the checklist
Control administrative documents, forms related to the transport of goods, andcontent.
Update dedicated IT tools
Manage dispute cases.
Supervise the activity of Back Officers and prioritize files
Follow up with the network.
Knowledge
Business English (read, written, spoken)
Spanish/Portuguese/French is a plus
Mastery of international air transport regulations (Incoterms/Customs Rules…)
Knowledge of computer tools
Good command of written and oral communication
Skills
Mastery of the specificities of all modes of transportation.
Respect and apply the company's Quality, Hygiene, and Safety rules.
Convey a positive brand image to clients.
Adherence to procedures and organization of the service (schedules, breaktimes, holidays).
Personal Qualities
Customer service orientation (internal and external)
Stress resistance
Organizational skills
Reactivity and proactivity
Rigor and discipline
Good interpersonal skills
Teamwork orientation
Possess managerial skills
Sense of responsibility
6-8 years experience in the logistics industry
Knowledge and understanding of international logistics operations across multiplemodes
Driving license is necessary and vehicle autonomy is required The position requires 24/7/365 coverage including Public Holidays
Working hours are done in shifts accordingly.
On-call duties at home may be necessary.
Weekend, Night Hours and Public Holidays shifts are paid extra according tocountry labor law
External Interactions
Customers (External and/or Fedex Airlines) Carriers Suppliers Internal Interactions:
AOG Desk Manager AOG desk Supervisor Back Officers FXL Network organization & branches RECC Officers Preferred Qualifications: This is an onsite position. Mandatory to have freight forwarding experience in booking cargo with airlines for international export.
Experience in AOG / NFO / Time Critical; additionally preferred aircraft engines, oversize, dangerous goods. This position covers 24/7/365. Candidate must be flexible to cover shifts which include morning, evening, nights, weekends and holidays. Consider more than 50% of holidays and weekends will require to work full shifts.
Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law.
An employee may be eligible for additional pay, premiums, or bonus pote