NFO Desk Manager

About Ascent

Ascent Global Logistics, headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services. The company connects customers to its extensive carrier network, internal ground fleet and airline via its proprietary, digital PEAK freight marketplace, which provides robust carrier capacity and transparent pricing, backed by 24/7/365 logistics experts. Ascent’s offerings include air charter and ground expedited solutions as well as truckload, less-than-truckload, global forwarding, brokerage, and managed transportation services. The experienced Ascent team solves customers’ most challenging logistics needs by providing industry-leading service and top-tier satisfaction.

Our Guiding Principles

At the core of Ascent's culture is a strong commitment to excellence, driven by the passion and dedication of every team member. We're equally dedicated to going above and beyond for our customers, ensuring this commitment extends beyond our team and brings exceptional value to those we serve. We aim for perfect execution in everything we do and ‘play hard’ by creating an environment where tasks are performed with a can-do attitude from start to finish. We ‘play smart’ by delivering on our commitments in an honest, fair and ethical manner. We treat every person with whom we interface with the utmost dignity and respect. We understand that our teammates are our most valuable assets, so we ‘play together’ by making every effort to provide a professional and enjoyable experience, enabling careers to flourish and personal growth to be achieved.

What You’ll Do

This role serves as the center of gravity for NFO operations, based on-site at Ascent's Belleville, Michigan corporate headquarters and managing a staff of 10 combining coverage with the other NFO groups. This job is focused on providing a professional service to customers and liaising with key parties including third-party suppliers and other company offices. Ascent offers our customers worldwide logistics services that meet their complete logistical and supply chain needs.

Team Leadership & Development

• Directly supervise NFO Time Critical Specialists providing day-to-day guidance, coaching, and performance feedback as well as operational support

• Assist in Conducting one-on-one evaluations and assist in annual performance appraisals and improvement/growth action plans.

• Provide positive coaching, counseling, and disciplinary action as needed; develop and motivate staff to exceed performance expectations.

• Assist in recruiting and onboarding new team members; ensure all staff receive and complete appropriate training.

• Assist in leading regular team meetings, training rollouts, and SOP information sessions.

Operational Oversight

• Oversee the processing of shipment orders in accordance with established procedures and standards, ensuring all SOPs are followed at every milestone from order entry through final delivery.

• Spot-check shipments daily for SOP adherence; monitor task logs, new order queues, and email response times to ensure updates occur within established windows (10-minute response standard).

• Monitor staff phone presence and ensure all team members are live and assigned to appropriate queues.

• Escalate issues, errors, and delays immediately per established processes; communicate all service issues impacting the current or next shift to the Senior Manager.

• Approve employee overtime and manage shift operations in a cost-efficient manner.

• Assist other teams when necessary to maintain overall team productivity and client service levels.

• Share in the Manager on Call duties, with the on call schedule to be discussed at time of hire.

Customer & Vendor Engagement

• Serve as an escalation point for clients, vendors, and internal teams requiring expert guidance on time-critical shipments.

• Liaise directly with customers, carriers, third-party suppliers, and company leadership to ensure seamless execution of NFO logistics solutions.

• Collaborate with the Senior Director, Senior Manager and sales/customer service teams to understand and address customer requirements.

Process Improvement & Reporting

• Monitor telephone, email, and task analytics for productivity and service-level performance; share insights with the team for recognition and development.

• Support continuous improvement initiatives to enhance quality, reliability, and cost-effectiveness of NFO services.

• Assist in the development and refinement of SOPs and organizational policies; ensure documentation is maintained and filed appropriately.

• Maintain all records in accordance with company procedures; ensure accurate data capture to facilitate vendor payments and client invoicing.

• Support the Senior Manager in tracking KPIs and preparing performance reports.

Strategic Support

• Assist the Senior Manager in the strategic integration of the NFO Services team into the broader Ascent On Demand operation for 24/7 coverage.

• Assist in Collaborations with IT and operations partners to ensure TMS functionality aligns with NFO requirements and support process automation efforts when needed

• Identify and help mitigate operational risks; ensure compliance with relevant regulations and industry standards.

• Other duties and responsibilities as assigned.

What You’ll Bring

• Proven experience in a supervisory or leadership role within the logistics or time-critical freight industry  specifically the NFO/AOG sector.
• Hands-on experience with Next Flight Out (NFO) shipments, systems, and vendor operations strongly preferred.
• Familiarity with air freight transportation modes and customs clearance procedures.
• Strong computer skills and proficiency in Microsoft Office (Excel, Word, Outlook) and logistics software/TMS platforms.
• Outstanding customer service skills and ability to build strong relationships with clients, vendors, and internal stakeholders.
• Excellent leadership, mentoring, and team-building skills; ability to motivate, develop, and hold staff accountable.
• Exceptional organizational skills, attention to detail, and follow-through.
• Ability to work under pressure, handle multiple tasks simultaneously, and make sound decisions in time-sensitive situations.

Ascent’s Competitive Benefits

• 401(k) and employer matching

• Life Insurance

• Health, Dental, Vision Insurance

• Short- & Long-Term Disability

• Paid Time Off (PTO)

• Employee Assistance Program

• Paid Parental Leave

• Employee Wellness Program

• Paid Holidays

• Employee Recognition Programs

• Flexible Spending Account (FSA)

• Tuition Reimbursement

• Health Savings Account (HSA)

• Overtime, Differential & Bonus Pay