About the role
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).
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