AOG Desk Front Officer

Customer Management Officer

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 requests
• Advise 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 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 international shipments
• 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, and content.
• 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, break times, 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 multiple modes
• 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 to country 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 potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.

Pay: $6,794.72 - 11,211.30 USD Monthly

Additional Details: Shift: Tuesday-Saturday 9:00AM-6:00PM

FedEx Logistics provides 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. 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!

FedEx Logistics is an Equal Opportunity Employer including, Vets/Disability.

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