AOG Desk Front Officer
FedEx · Roissy-en-Brie
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.
Location:
Route de l’Arpenteur – Zone d’entretien
95722 ROISSY CDG CEDEX
France
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 accordingly.
- On-call duties at home may be necessary.
- Week-end ,Night Hours and Public Holidays shifts are paid extra according to France labor law
- Working location is CDG Fedex HUB, no home office
- The job is offered to any EEC citizen
- Position will report to AOG Desk Manager
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!