Job Description

AOG Desk Manager leads and coordinates the operational team while adhering to regulations and procedures, with a threefold goal of

customer satisfaction, quality, and profitability.



There are 3 main missions:



Staff Management: The AOG Desk Manager is responsible for evaluating, planning, and adjusting the necessary workforce to achieve the performance objectives of their team.



Operational Management : The AOG Desk Manager supervises all operational activities of the AOG Desk to ensure efficiency, quality and cost effectiveness of processes. He ensures proper execution of SOPs.



Customer Management: The AOG Desk Manager is accountable of the performance promised to customers

Accountabilities & Interactions

Staff Management

Assesses needs by analysis of current and forecast workloads to estimate the numbers of Team member Plan workforce by defining profiles, skills and experience level required for the assigned task Uses KPI (Activity rate, Productivity, Turnover, etc.) to proactively adjust sizing Anticipate changes by integrating external and internal factors (growth, projects, turnover, etc.) into work-force management strategy. Participate in selection of all staff placed under his authority i.e: AOG Desk Supervisor ( When applicable) AOG Desk Front Officer, AOG Desk Back Officer Collaboration with HR department for hiring processes Welcome and integrate new employees according to Company rules & regulations Ensure daily adherence to safety, hygiene, and security rules. Ensure the input of variable payroll elements in the time management tool Communicate all information regarding HR (absences, leave, sickness) to the HR liaison and their team Establishes the schedules ahead in time, of the various team members of the AOG Desk, in order to ensure proper functioning of the AOG Desk.

Operational Management

Managing day-to-day operations by organizing, coordinating and optimizing activities to ensure smooth operations Actively participate to continuous improvement by identifying ways to optimize processes, reduce costs and improve service quality. Monitor KPIs, analyze result , identify discrepancies and implement corrective actions plans Ensure collaboration by working closely with Air Export/Import of country organizations attached to AOG Desk regional scope. Contribute to the establishment of SOPs for the operational team. Ensure that operations comply with Quality, safety and regulatory standards.

Customer Management

Participate in occasional visits from clients. Prepare, Attend/Participate to customers performance review Meetings Remain the ultimate escalation point for a client after the AOG desk supervisor

External Interactions:

Customers (External and/or FedEx Airlines) Carriers Suppliers

Internal Interactions:

AOG Senior Manager AOG Desk Supervisor Front & Back Officers FXL Network organization & branches

Required Competence

Knowledge

Business English (read, written, spoken) Additional languages are welcome( French/Dutch/German/Spanish) Mastery of international air transport regulations (Incoterms/Customs Rules...) Mastery of the specificities of all modes of transportation. Mastery of the supply chain, procurement, storage, transport, distribution Knowledge of computer tools Good command of written and oral communication Management of physical and information flows Understanding of regulations, customs, security, transport Optimization of logistics costs and timelines

Skills

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). Supervision and management of teams

Personal Qualities

Customer service orientation (internal and external) Stress resistance Organizational skills Reactivity and proactivity Rigor and discipline, ruling by example Good interpersonal skills Teamwork orientation Possess managerial skills, Team animation, listening, open-mindedness, and self-control. Sense of responsibility Conflict management and Change Management support Negotiation and Communication skills

Experience & Qualifications

15+ Years experience in the logistics industry 8+ Years experience in team management (>15 Staff) 5+ Years in AOG desk Operations & Supervision Knowledge and understanding of international logistics operations across multiple modes Driving license is necessary and vehicle autonomy is required

Other Information

The AOG Desk Coverage being regional, if necessary the AOG desk Manager will have to travel within covered countries to align on Processes, meet local customers and suppliers, together with local management.

The Company

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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

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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

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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

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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!