Aog Desk Front Officer

There are 2 main missions:
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.
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.

Full-time position operating within a 24/7/365 rotating shift model, including morning, afternoon, night, and weekend shifts. On-call duties coverage may also be required.

Attractive compensation based on knowledge and experience. Additional allowances for shift work, night work, weekends, public holidays, and on-call standby assignments.

Job Responsibilities

Customer Relation Key Outcomes:

• Answer and handle customer requests in accordance with established procedures and agreed response times.
• Advise the customer on potential restrictions (Weather/Geo-Political/Trade Compliance/etc…)
• Find suitable solutions for customer requests
• Adhere to client-specific operational procedures (SOP)
• Represent the client to carriers and Company 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 internal ERP system 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 internal ERP system 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.

External Interactions:

• Customers (External and/or FedEx Airlines)
• Carriers
• Suppliers
• External Stakeholders

Internal Interactions:

• AOG Desk Manager
• AOG desk Supervisor
• Back Officers
• FedEx Logistics Network organization & branches
• FACE Officers

Requirments

Knowledge

• Business English (read, written, spoken).
• Fluency in French is required
• Spanish/Dutch/German/Italian/Portuguese 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

Experience & Qualifications

• 3-5 years-experience in the freight forwarding industry with previous AOG Desk experience considered a strong advantage
• Knowledge and understanding of international logistics operations across multiple modes
• Driving license is necessary and vehicle autonomy is required

Other Information

• The position requires 24/7/365 coverage including Public Holidays
• Working hours are done in shifts acc