AEP014: AOG Desk Front Officer

Customer 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 company's values.

Customer Relation Key Outcomes: Answer & Handle customer requestsAdvise the customer on potential restrictions (Weather/Geo-Political/Trade Compliance/etc...)Find suitable solutions for customer requests (White/Orange/Purple)Adhere to client-specific operational procedures (SOP)Represent the client to carriers and FXL networkNegotiate with suppliersValidate service quotes if necessaryInform the customer in real-timeUpdate instructions for Hand-OverOperational Key Outcomes: Create files in F.
A.
S.
T in accordance with KPIsGive instructions to the Back OfficerMaintain constant communication with the Back OfficerBe able to handle the complete processing of both national and international shipmentsTrack and monitor AOGs in F.
A.
S.
T in real-timeFollow up on confirmations of loading, pickup, and delivery of goodsCheck files according to the checklistControl administrative documents, forms related to the transport of goods, and content.

Update dedicated IT toolsManage dispute cases.

Supervise the activity of Back Officers and prioritize filesFollow up with the network.

Knowledge: Business English (read, written, spoken)Spanish/Dutch/German/Italian/Portuguese is a PLUS for CDGArabic/ is a PLUS for DXBChinese / Japanese/ Korean/Thai is a plus for MNLSpanish/Portuguese/French is a plus for MIA/DFWMastery of international air transport regulations (Incoterms/Customs Rules...)Knowledge of computer toolsGood command of written and oral communicationSkills: 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, break times, holidays).
Personal Qualities: Customer service orientation (internal and external)Stress resistanceOrganizational skillsReactivity and proactivityRigor and disciplineGood interpersonal skillsTeamwork orientationPossess managerial skillsSense of responsibility6-8 years experience in the logistics industryKnowledge and understanding of international logistics operations across multiple modesDriving license is necessary and vehicle autonomy is requiredThe position requires 24/7/365 coverage including Public HolidaysWorking 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 to country labor lawExternal Interactions: Customers (External and/or Fedex Airlines)CarriersSuppliersInternal Interactions: AOG Desk ManagerAOG desk SupervisorBack OfficersFXL Network organization & branchesRECC OfficersThe CompanyFedEx Logistics provides e-Commerce, freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions.

The PhilosophyPeople–Service–Profit (P-S-P). We take care of our People so that they can deliver impeccable Service to our customers who will give us the Profit necessary for FedEx to be successful. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages employees to be innovative in delivering the highest possible quality of service to our customers. We care for our employees' well-being and value their contributions to the company.

The CultureWe honor innovation, integrity and diversity. We have many formal policies, procedures and programs to bring out the best in our staff, individually and in teams. The MissionWe strive to be the Best Company to work for with the Best Service and the Best Brand in our industry.

We're glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you