Logistics Specialist

7 days ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $90,000 - $110,000
Freight Investigator Role

This is a key position in our organization, responsible for handling customer inquiries and resolving issues efficiently.

The Freight Investigator will be based on the depot floor, allowing for easy access to freight and enabling swift resolution of escalations and enquiries. Timely responses to customers are essential, aligning with agreed Service Level Agreements and ensuring that freight is processed safely and without damage.

Key Responsibilities:

  • Have a customer-centric mindset to drive optimum customer service solutions, read customer situations accurately, anticipate their needs, provide timely and accurate information in response to customer queries and escalations through inbound and outbound customer contact, positively contribute to the business goal to drive NPS, create a safe environment and process freight in a manner that will avoid injury to yourself or others; and ensure that freight is kept in good condition and damages are minimized.
  • Foster a spirit of teamwork and co-operation within your team and between your team and other parts of the business, work effectively with internal stakeholders to resolve customer queries and freight issues, work as part of a wider team and other departments in Operations to share knowledge and customer insights, assist to upskill and cross-train team members as required.
  • Ensure correct and accurate reporting and processing of freight, compliance with set KPIs with respect to responding to and actioning customer enquiries, maintain an accurate representation of the customer enquiry queue by updating and closing out customer enquiries when complete, ensuring that the status of the enquiry is represented accurately, promote safe work practices and safe working environments, take full ownership of complaint or escalation through to completion, achieve a timely and effective resolution, demonstrate honesty and integrity in all facets of your work, be respectful and courteous to all.

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