Executive - Customer Service

Posted on: 18 March 2025

Department: Customer Service

Location: Melbourne

Experience required: 0 - 5 years

Job Title: Coordinator – Freight Operations

Job Purpose:

To manage and execute end-to-end freight forwarding operations, ensuring seamless shipment execution and timely resolution of customer inquiries. This role is responsible for processing and coordinating all confirmed sales orders with accuracy and speed, providing exceptional customer service through proactive communication and operational excellence. The Operations Coordinator serves as a central point of contact for customers, ensuring their requirements are met and expectations exceeded while adhering to company standards and regulatory compliance.

Key Responsibilities:

1. Proactively manage the entire shipment process from booking to job closure, ensuring compliance with all company procedures and standards.
2. Coordinate and process sales orders with precision and speed, ensuring timely and accurate execution of shipments as per confirmed bookings.
3. For imports: Coordinate with overseas carriers, agents, and shippers based on the type of import shipment.
4. For exports: Work with carriers, agents at the port of loading (POL), customs brokers, trucking companies, warehouses, terminals, and Container Freight Stations (CFS) as required by the shipment type.
5. Ensure that special instructions are followed and appropriate methods are utilized for each shipment.

Customer Interaction and Service Excellence:

1. Maintain regular communication with customers to provide status updates, respond to inquiries, and address any issues promptly.
2. Build rapport and trust with customers by maintaining detailed customer profiles, managing pricing/quote inquiries, handling disputes and claims, and resolving complaints effectively.
3. Ensure that services are delivered as promised and inform customers of any deviations or issues impacting their shipments.
4. Respond to client inquiries about order status by email or phone, depending on the client’s preference and the urgency of the situation.

Customer Advocacy and Relationship Building:

1. Own all customer-related issues and facilitate their timely and effective resolution by engaging relevant internal stakeholders.
2. Act as a customer advocate, understanding customer requirements and expectations, and liaising with various internal teams, including credit, supply chain, technical support, product management, and sales.
3. Constantly strive to improve customer satisfaction and leverage customer insights to strengthen business relationships.
4. Identify opportunities to grow existing customer relationships and improve processes for mutual benefit.

Team Collaboration and Productivity Management:

1. Oversee daily shipment monitoring efforts to ensure productivity meets departmental and company standards.
2. Facilitate problem-solving and foster collaboration within the team to achieve productivity goals.
3. Ensure that team members follow all special instructions and use appropriate methods to maintain high standards of service.

Compliance and Documentation:

1. Ensure all shipment documentation is accurate and complete, complying with import/export regulations and company policies.
2. Accurately input all shipment-related data into the ERP system (e.g., CargoWise One).
3. Manage costs under appropriate categories, generate accurate invoices, and ensure that all jobs reach a CMP (Complete) status once services are executed.

Financial Coordination and Escalation:

1. Collaborate with the Finance Department on invoicing and customer payments, ensuring timely and accurate processing.
2. Issue credit notes only when necessary and with appropriate approvals.
3. Escalate complex issues that require management intervention, ensuring that they are addressed promptly.

Key Performance Indicators (KPIs):

1. Timeliness: Ensure all shipments are processed and delivered within agreed timelines.
2. Accuracy: Maintain high accuracy in documentation, order processing, and data entry in CargoWise One.
3. Customer Satisfaction: Achieve high customer satisfaction scores through effective communication and reliable service.
4. Productivity: Meet or exceed departmental productivity standards.
5. Compliance: Adhere to all regulatory requirements with zero instances of non-compliance.

Key Interactions (Internal | External):

External: Customers, Carriers, Transporters, Overseas agents, customs brokers.

Education Requirements:

1. Bachelor’s Degree in any discipline, or a High School/Matriculation diploma with a professional certification in business administration.
2. Additional certifications in logistics, freight, or transport are preferred.

Background and Experience:

1. Minimum of 3 years in a similar freight forwarding or operations role.
2. Basic knowledge of customs laws, procedures, and systems.
3. Strong understanding of import/export regulations, including local and international customs requirements.
4. Knowledge of Incoterms and risk and insurance terms in freight forwarding.

Competencies and Skills:

1. Communication: Fluent in English, strong interpersonal skills.
2. Technical: Proficient in ERP (CargoWise One) and MS Office.
3. Analytical: Skilled in issue resolution and cost management.
4. Commercial: Knowledgeable in freight market dynamics.
5. Organizational: Strong attention to detail, multitasking, and time management.
6. Problem-Solving: Proactive and calm in resolving operational issues.

Core Competencies:

1. Attention to Detail: Ensures accuracy in all documentation and data management activities.
2. Adaptability: Responds efficiently to changes in schedules, requirements, and priorities.
3. Collaboration: Works effectively with cross-functional teams and external partners.
4. Customer Focus: Dedicated to providing excellent service and maintaining strong client relationships.
5. Proactivity: Anticipates challenges and takes action to address them before they escalate.

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