Customer Service Officer

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

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

- ** Based out of our Melbourne Freight Terminal, West Melbourne**

**About us**

Pacific National (PN) is the largest 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**

The Customer Support team operates in a matrix style environment and are part of the national Commercial team within the Intermodal Division. The Intermodal Division is responsible for freight forwarding services which includes general interstate forwarding activities, as well as specified freight services such as express, refrigerated services, steel, and specialist services to the automotive industry. The Intermodal division covers a geographically diverse area with operations including terminals and depots in all mainland States in Australia.

Come 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.

Our Customer Support team is focused on continually developing a deep understanding of our customers business requirements and providing a solution focussed approach which contributes to fostering a strong partnership culture. In addition to this, our Customer Support team leverage their in-depth knowledge of the Pacific National business to continually solicit process improvement initiatives to ensure the delivery of an efficient and effective high-quality service. The partnership culture contributes directly to the customer experience and in turn supports our revenue growth strategy.

Reporting into the Customer Service Team Leader, key responsibilities of the Customer Service Officer include:

- Manage all customer enquiries with a lateral thinking and solutions focussed mindset
- Actively seek to understand our customers business requirements and confidently align their needs with a suitable Pacific National service offering
- Maintain expert knowledge of capacity and asset utilisation for Intermodal customers
- Manage, create and maintain all customer bookings including proactive communications with customers
- Actively engage with customers to solicit feedback on process improvement opportunities, document and report on these opportunities.
- Mitigate customer risks by ensuring timely escalation of any unresolved issues and actively contribute to stakeholder discussions and planning to ensure a seamless customer experience.
- Actively promote logistics systems usage including actively identify opportunities to coach customers on the system
- Actively look for opportunities and take the initiative to step in to help others when workloads are high

**About you**

With a customer service background, you will have a proven ability to build strong and lasting relationships with both internal and external customers. You will ideally have worked in the logistics service industry, 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 be a resilient team player who is driven by providing exceptional customer service.

We are seeking applicants who share our values: Make it simple, Share More, Kindness, Gratitude, Curiosity, and Own it. These values help us achieve strong connections with everyone we work with and play an important part in motivating us all to do our best work.

**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 ar