AEP014: AOG Desk Front Officer

FedEx Express México; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

FedEx Asia Pacific is seeking an experienced AOG Desk Front Officer Customer Relation to manage intricate air and freight operations. You will answer requests, advise on restrictions, and liaise with carriers and the network to provide timely, compliant service.

The role requires 6–8 years in logistics, a driving license, and willingness to work shifts around the clock, including public holidays. Strong English; additional languages are a plus.

Qualifications

• 6-8 years experience in the logistics industry.
• Knowledge of international logistics operations across multiple modes.
• Driving license is necessary and vehicle autonomy is required.
• Position requires 24/7/365 coverage with shifts, including weekends and holidays.
• Mastery of international air transport regulations (Incoterms/Customs Rules).

Responsibilities

• Answer & handle customer requests.
• Advise the customer on potential restrictions (Weather/Geo-Political/Trade Compliance).
• Represent the client to carriers and network; negotiate with suppliers.
• Create and update files in FAST; manage Back Officer instructions.
• Track and monitor AOGs in FAST in real time; follow up on confirmations.
• Supervise Back Officers and prioritize files; handle dispute cases.

Skills

Customer service

Stress resistance

Organizational skills

Teamwork

Managerial skills

Sense of responsibility

Proactivity

Communication skills

Tools

Computer tools

Job description

Welcome to the Careers site for FedEx Asia Pacific. Here you will find information about the core values of FedEx, the extensive compensation & benefits offered to our people. The Company FedEx Trade Networks provides e-Commerce, 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. The Philosophy People- Service- Profit (P-S-P). We take care of our People so that they can deliver impeccable Service to our customers who will give us the Profit necessary for FedEx to be successful. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages employees to be innovative in delivering the highest possible quality of service to our customers. We care for our employees' well-being and value their contributions to the company. The Culture We honor innovation, integrity and commitment. We have many formal policies, procedures and programs to bring out the best in our staff, individually and in teams. The Mission We strive to be the Best Company to work for with the Best Service and the Best Brand in our industry. We're glad you stopped by and hope your job search experience with FedEx Trade Networks, Inc. will be rewarding. We look forward to hearing from you!

AEP014: AOG Desk Front Officer 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

Job Posting End Date: 2026-12-31