AOG Desk Front Officer

Role Overview

The AOG Desk Front Officer plays a vital role in managing customer inquiries and orchestrating transportation solutions with an emphasis on client satisfaction, competitive edge, and profitability. The officer ensures seamless AOG operations align with established SOPs, quality standards, and organizational principles.

Customer Relationship Management

• Handle and respond to customer inquiries efficiently.
• Advise customers on potential limitations such as weather, geopolitical, and trade compliance issues.
• Develop appropriate solutions for customer transportation requests across different service categories.
• Comply with client-specific operational procedures.
• Act as a representative for clients in discussions with carriers and the FedEx Logistics network.
• Engage in negotiations with suppliers to optimize service delivery.
• Authorize service quotations when required.
• Maintain real-time customer communication and update handover instructions promptly.

Operational Responsibilities

• Generate shipment files using the F.A.S.T system adhering to key performance indicators.
• Issue guidance and instructions to Back Officers and maintain close communication.
• Manage the full processing of national and international shipments.
• Monitor and track AOG shipments in real time via F.A.S.T.
• Confirm loading, pickup, and delivery statuses.
• Audit shipment files according to checklists and ensure accuracy of administrative documentation.
• Update dedicated IT tools and handle dispute resolutions.
• Supervise Back Officers' workload prioritization.
• Coordinate closely with network teams for operational efficiency.

Knowledge and Skills

• Proficient in Business English; additional language skills such as Spanish, Dutch, German, Italian, Portuguese, Arabic, Chinese, Japanese, Korean, Thai, and French are advantageous depending on location.
• Strong understanding of international air transport regulations including Incoterms and customs rules.
• Familiarity with computer applications related to logistics operations.
• Expertise in multi-modal transportation modalities and adherence to quality, hygiene, and safety standards.
• Ability to maintain a positive brand image and follow organizational procedures, including scheduling and break management.

Personal Attributes

• Customer-focused attitude both internally and externally.
• Strong stress management and organizational capabilities.
• Proactive, reactive, disciplined, and rigorous work ethic.
• Excellent interpersonal and teamwork skills with managerial aptitude.
• A strong sense of accountability and responsibility.
• Minimum 6 to 8 years of experience in logistics operations with knowledge of international logistics across multiple transport modes.
• Valid driving license and vehicle autonomy required.

Working Conditions and Additional Information

• Position requires continuous availability throughout the year including public holidays.
• Working hours involve shift patterns, including weekends, nights, and public holidays, with additional compensation as per local labor laws.
• On-call duties at home may be necessary.

Interactions

• External: Customers, FedEx Airlines, Carriers, Suppliers.
• Internal: AOG Desk Manager, Supervisor, Back Officers, FXL Network branches, RECC Officers.

About FedEx Logistics

FedEx Logistics delivers comprehensive services in e-commerce, freight forwarding, import/export, and customs brokerage to enable global market access. Their service spectrum includes air and ocean freight forwarding, transportation, customs advisory, and advanced trade facilitation solutions.

Company Philosophy, Culture, and Mission

The core philosophy centers on People–Service–Profit, fostering an environment that values employee innovation and well-being to offer exceptional service leading to profitable success. The workplace culture promotes integrity, diversity, and innovation supported by structured policies and programs. Their mission is to be the best employer offering the finest service and brand in the logistics industry.