Special Services Support Agent
Description
Grade - PC6
The AOG Desk Specialist manages urgent Aircraft on Ground shipments from quotation stage until final delivery. The role covers pricing, customer service, operations coordination, and shipment monitoring to ensure critical aircraft parts and aviation materials move without delay. The position requires strong communication, fast decision-making, and 24/7 operational support when required.
Operations
• Manage end-to-end AOG shipments including airfreight, customs clearance, trucking, hand carry, and onboard courier movements.
• Coordinate with airlines, agents, transport providers, warehouses, and customs brokers.
• Monitor shipment milestones and ensure immediate escalation of delays or operational risks.
• Arrange booking confirmations and secure uplift on priority flights.
• Ensure compliance with aviation, customs, and dangerous goods regulations.
• Prepare and verify shipping documents including AWB, invoices, packing lists, and export/import documentation.
• Maintain accurate operational records and shipment updates in the system.
• Support after-hours and weekend emergency operations when required.
Pricing
• Prepare urgent quotations for AOG and critical aviation shipments.
• Negotiate rates with airlines, transport suppliers, and overseas agents.
• Ensure pricing accuracy while maintaining profitability targets.
• Monitor market rates and capacity availability for emergency cargo movements.
• Coordinate with finance for cost approval and billing requirements.
• Review supplier invoices and operational costs before final invoicing.
Customer Service
• Act as the main point of contact for customers during shipment execution.
• Provide timely shipment updates and proactive communication.
• Handle customer escalations and resolve operational issues quickly.
• Build strong relationships with airlines, MROs, aviation suppliers, and freight partners.
• Ensure high service quality and customer satisfaction during critical situations.
• Maintain professional communication under pressure and during emergencies.
Key Skills
• Time critical shipment management
• Airfreight operations
• Pricing and negotiation
• Customer relationship management
• Problem solving
• Attention to detail
• Communication skills
• Multitasking
• Crisis management
• Team coordination
Interpersonal Skills;Judgement & Decision Making Skills;Negotiation Skills;Planning & Organizing Skills;Problem Solving Skills
FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.
All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.
Our Company
FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.
Our Philosophy
The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.
Our Culture
Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.
