Customer Service Specialist

5 months ago

Newcastle, Australia Pacific National Full time

**Customer Service Specialist**
- ** Join a secure industry providing essential services Australia wide**:

- **Supportive, collaborative team environment offering flexibility**:

- ** Progressive and sizeable business on growth trajectory**:

- ** Permanent opportunity - based in Newcastle NSW or Brisbane QLD**

**About us**

Pacific National (PN) is the largest private provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region’s economy, businesses and households running. We are a company built on solid foundations and we are incredibly proud of the essential role we continue to play supporting Australia’s supply chain. At Pacific National, we take great pride in delivering our best every day and have a relentless focus on customer service and place safety above all else.

We operate nationally with approximately 3,500 staff in over 90+ sites across Australia. We respect and care for the communities in which we operate and continue to evolve our community engagement and strengthen relationships through partnerships and investment. We are focused on reducing the carbon emissions of our business, while also enabling the reduction of carbon emissions in the broader supply chain to support the National targets.

**About the role**

Join Pacific National and thrive in a collaborative and supportive team for Australia’s largest private rail freight provider and play a key role in influencing what customers continue to think of Pacific National as their first-choice rail provider. As the conduit between Pacific National and our customers, your role is impactful and valued.

The Customer Service Specialist is a key part of the Coal Customer team, interacting daily with customers to ensure their expectations are being fulfilled or exceeded and that all our contractual obligations are being met. Working closely with a broad cross section of the Pacific National business ranging from state operations, sales, commercial, finance and planning teams, this is a diverse and interesting role focussed on long term relationship building with a portfolio of valued customers.

Key responsibilities include:

- Provide exceptional Customer Service by developing relationships with customers and ensuring customer expectations are being fulfilled by monitoring the planning and delivery of contractual obligations
- Ensure compliance with contract by PN and customers
- Customer and KPI reporting for allocated customer accounts, conducting analysis of data and trends
- Participate in regular operational and logistics meetings with customers to review and resolve performance, planning and commercial issues
- Engage collaboratively with operational and logistics staff to enable effective planning and reporting of key metrics
- Manage customer order process and customer short to medium term forecasting of demand
- Key contributor to the development of customer service strategies and implementation of actions to continuously improve the customer experience
- Assist the Sales team in identifying and pitching business expansion opportunities, including operational improvements and initiatives for customers
- Contribute to Commercial tender responses, continuously improving the quality and professionalism of final submissions
- Resolve billing and invoicing enquiries directly with Finance teams

**About you**

With a customer service, contracts or account management background, you will have a proven ability to build strong and lasting relationships with both internal and external customers. You will ideally have a mining & resources, infrastructure or logistics industry background, but we are open to any industry if customer service is your forte.

A naturally strong communicator, both verbal and written, you will have the ability to listen, question and manage challenging conversations. Managing your time well, you will be proactive and enjoy helping to improve processes. You will have the ability to develop presentations and produce reports in MS Excel. You will be a resilient team player who is driven by providing exceptional customer service.

**The benefits**

At Pacific National we value diversity, inclusion and the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted and valued for who they are, enabling everyone to bring their authentic selves to work.

When you join the Pacific National team, you’ll be encouraged to take ownership of your career and we’ll be there to support you with a range of exciting initiatives including:

- Industry leading programs focussed on your growth and career development
- Paid parental leave up to 12 weeks for primary carers at full pay after 12 months service
- Opportunity to purchase additional annual leave
- A focus on your mental health and wellbeing through our PeerConnect

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