Special Services Support Agent

About the role

The Special Services Support Agent (AOG Desk Specialist) ensures that urgent Aircraft on Ground (AOG) shipments move swiftly from quotation through to delivery. Working within FedEx’s aviation logistics team, you will provide pricing, coordinate operations, and serve as the primary customer contact for critical parts and materials.

Key responsibilities

• 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, securing priority flight space and monitoring milestones.
• Prepare accurate quotations, negotiate rates, and collaborate with finance for cost approval and billing.
• Maintain and verify shipping documents such as AWB, invoices, packing lists and export/import paperwork.
• Provide timely updates to customers, handle escalations, and resolve operational issues under pressure.
• Support after‑hours and weekend emergency operations as required.

Required profile

• Strong communication and decision‑making abilities in fast‑paced, high‑pressure environments.
• Attention to detail and ability to multitask across multiple shipments simultaneously.
• Proactive problem‑solving mindset with a focus on customer satisfaction.
• Willingness to work flexible hours, including nights and weekends for emergency support.

Required skills

• Airfreight operations and customs compliance knowledge.
• Pricing, negotiation and cost management experience.
• Customer relationship management in logistics or aviation contexts.
• Crisis and incident management capabilities.

What we offer

• Inclusive, diverse workplace that values people first.
• Opportunities for growth within a global logistics leader.
• Supportive environment for continuous learning and career development.