AOG Customer Service Agent (Airfreight) - 20k Signing Bonus

Be the go-to expert for time-critical shipments! Keep operations moving, support customers, and make every delivery count. Start your journey at OBP today. Get a 20k Signing Bonus! Apply now!

• HMO on Day 1
• Receive promising perks and rewards
• Experience travel opportunities
• Get recognized for what you do
• Achieve work-life balance
• Improve exponentially with enhanced learning

Responsibilities

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

• 3-4 years’ experience in the logistics industry, with strong exposure to international logistics operations across multiple transportation modes.
• Expert-level knowledge of international air transport regulations, including Incoterms, customs rules, and compliance requirements.
• Full mastery of the specificities of all transportation modes, particularly in AOG and time-critical operations.
• Proven managerial and coordination skills, with the ability to lead, guide, and support front-line AOG operations
• Strong sense of responsibility, rigor, and discipline in decision-making and issue resolution under
• High stress resistance, with the ability to remain effective in escalated and time-sensitive situations.
• Business-level English proficiency (spoken, written, and reading).
• Excellent written and verbal communication skills, suitable for client escalation management.
• Strong customer service orientation (internal and external), consistently projecting a positive and professional brand image.
• Strict adherence to procedures, service organization, schedules, break times, and holidays.
• Consistent compliance with company Quality, Hygiene, and Safety standards.
• High organizational capability, with demonstrated reactivity and proactivity in operational execution.
• Strong interpersonal skills and a team-oriented mindset, enabling effective coordination with internal teams and external stakeholders.
• Working knowledge of relevant computer and operational tools.
• Availability for 24/7/365 shift-based operations, including public holidays, in line with AOG service requirements
• Amenable to work in Alabang site