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 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/Dutch/German/Italian/Portuguese is a PLUS for CDG
• Arabic/ is a PLUS for DXB
• Chinese / Japanese/ Korean/Thai is a plus for MNL
• Spanish/Portuguese/French is a plus for MIA/DFW
• 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