About the Role

Reporting to the National Customer Service Manager, you will be the on-the-ground customer service representative for the Brisbane branch, working closely with operations and the Melbourne Customer Service team to deliver outstanding customer experiences.

This role will suit someone who thrives in a fast-paced transport environment, enjoys problem-solving, and has a genuine passion for customer service excellence.

Key Responsibilities

• Act as the local customer service contact for NSW customers and stakeholders.
• Serve as an extension of the National Customer Service Team, ensuring consistent communication and service delivery across the network. 
• Proactively monitor and investigate freight movements and service issues.
• Track and trace freight and provide accurate ETA updates to customers and the Melbourne Customer Service team.
• Obtain and communicate Proofs of Delivery (PODs) and delivery confirmations.
• Assist with customer bookings and coordinate with operations to ensure service requirements are met.
• Monitor and identify non-conformances to service standards and escalate issues appropriately.
• Liaise directly with depot operations to resolve customer concerns and operational exceptions.
• Maintain accurate records of customer enquiries, investigations, and resolutions within company systems.
• Provide proactive updates to customers regarding delays, service disruptions, and corrective actions.
• Support customer retention by delivering responsive, professional, and solution-focused service.
• Produce customer service and operational reports as required.
• Contribute to continuous improvement initiatives that enhance the overall customer experience.

About You

To be successful in this role, you will have:

• Previous experience in customer service within the transport, freight, logistics, or supply chain industry.
• Strong understanding of linehaul, metropolitan, and distribution transport operations.
• Experience with track-and-trace activities, freight investigations, and customer issue resolution.
• Excellent verbal and written communication skills.
• Strong attention to detail and problem-solving abilities.
• Experience working with Transport Management Systems (TMS).
• Intermediate Microsoft Office skills, including Outlook and Excel.
• Ability to manage competing priorities and work effectively under pressure.
• A proactive, customer-focused approach and a commitment to delivering exceptional service.