AEP014: AOG Desk Front Officer

FedEx Group; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

FedEx Logistics in Dubai seeks a Front Officer to manage Customer Management and AOG operations, ensuring customer requests are resolved with the best transport plan and real-time updates in line with SOPs and quality processes. The role requires 6–8 years in logistics, a driving license, and willingness for 24/7/365 coverage, including holidays.

You will coordinate with Carriers, Back Officers, and the network to maintain service levels, with strong English and multilingual capabilities

Qualifications

• 6–8 years experience in the logistics industry.
• 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.
• Knowledge of international air transport regulations (Incoterms/Customs Rules…).
• Ability to follow SOPs and quality processes.

Responsibilities

• Manage customer requests and reflect actions for the best transport plan.
• Ensure smooth running of AOG activities in line with SOPs and quality processes.
• Coordinate with Carriers, Back Officers, and the network to monitor shipments.
• Provide real-time information and update handover instructions.
• Supervise Back Officers and prioritize files; manage disputes.

Skills

Customer service

Stress resistance

Organizational skills

Proactivity

Rigor and discipline

Teamwork

Managerial skills

Logistics knowledge

Knowledge of international logistics

Bilingual English

Tools

Computer tools

Job description

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

The Company

FedEx Logistics 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 diversity. 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 Logistics, Inc. will be rewarding. We look forward to hearing from you!