Customer Service Officer

Our people are more than our best asset. With 13 depots across the nation, we operate through a combination of employees and full-time subcontractors in all mainland capitals and many key regional centres. As a privately owned and operated business, we work as one large family and our down to earth culture reflects this. Communication is key to our success and everyone at Northline has a voice. Through coaching and development, we not only develop individual skills but also enhance Northline's culture and expertise.

All of our employees are trained in the most efficient and effective methods of secure handling, from container loads to fragile product to doorstep deliveries.

Apply now Job no: 494873
Work type: Fixed Term Contract
Location: NSW - Sydney
Categories: Customer Service

We are looking for a Customer Service Officer to join our Team at our Depot in St. Marys. This role is central to improving customer satisfaction and ensuring seamless communication between our Branches, Client Services, Sales, Account Management, and most importantly, our customers.

As a Customer Service Officer, you will play a pivotal role in driving Customer Delight through a variety of responsibilities aimed at enhancing the customer experience. From managing new customer inductions to proactively resolving freight issues, your efforts will help ensure smooth, positive interactions for both internal and external stakeholders.

Key Responsibilities:

• New Customer Inductions: Ensure smooth and hassle-free onboarding for new customers by overseeing first consignment procedures.
• Damage and Misdirect Management: Handle freight damage cases and misdirects swiftly, ensuring prompt resolutions and communication with relevant teams.
• Freight Management: Take responsibility for managing quarantined freight and rectifying paperwork discrepancies, ensuring issues are resolved in an efficient and timely manner.
• Collaboration with Sales and Operations: Serve as the key contact for the Sales team, providing updates and monitoring freight movement with a focus on customer satisfaction.
• Accurate Reporting: Complete daily reports on the Held-Over list, providing proactive communication to branches and clients.
• Customer Communication: Reach out to customers to manage freight held at the depot and arrange collection or delivery, ensuring timely updates.
• A strong commitment to Health, Safety & Environment practices.
• A customer-focused approach with excellent problem-solving skills and the ability to manage sensitive situations with professionalism.
• Previous experience in customer service, with a proven track record of managing relationships and meeting KPIs.
• Ability to communicate effectively with internal and external stakeholders.
• High attention to detail with strong time management and organisational skills.
• Proficiency with Microsoft Office suite and strong data entry capabilities.
• Learning, training and development support – Northline believe in the people we hire. We offer training in leadership, communication, self-development and job-specific courses. We pride ourselves that we promote from within, offering great opportunities for career progression.
• Employee recognition programs - Recognising individuals, supervisors and teams that encompass Northline's values and have provided an outstanding contribution to the operations.
• Wellness and benefits programs – Such as our Employee Assistance Program, offering our teammates support, when they need it. Northline's benefits program offers discounts on travel, fitness and health, sports and entertainment, automotive, gifts and more
• Regular team building

Who is Northline?

Northline is an experienced Australian-based, global logistics business with an industry-leading national network and an international reach into more than 100 countries.

Our customers freight can start or end in international cities, small towns or remote communities, but wherever the destination, you can rely on Northline to deliver.

At Northline we believe our people are one of our greatest assets. We are a progressive Australian family owned business, we are proud of what we achieve, and we like to recognise and reward those who go above and beyond

That's why, we are, Australia's Global Logistics People.

Northline and its people help to ensure a safe workplace for all employees. Candidates will be required to pass a pre-employment medical that incorporates a drug & alcohol screen, as well as a police clearance.

Advertised: 25 Jul 2025 AUS Eastern Standard Time
Applications close: