Freight & Customer Service Manager

Posted: 02/10/2025

Closing Date: 31/10/2025

Job Type: Permanent - Full Time

Location: WA Forrestfield

Job Category: Logistics, Supply & Transport

**Company Description**

SCT Logistics is Australia’s largest privately owned rail and freight logistics company, delivering end-to-end supply chain solutions across road, rail, and warehousing. With over 50 years of experience, we operate a national intermodal network and offer tailored services including cold and ambient storage and specialised freight handling.

Our people are at the heart of what we do, and we’re committed to safety, innovation, and creating a supportive environment where our team can grow and thrive.

**Why SCT?**
At SCT we offer a collaborative and inclusive work culture that is built on; Safety, Passion, Integrity, Respect, Innovation and Teamwork. We understand that our values enable us to better understand and serve our customers, attract top talent (like you) and innovate successfully.
Along with a competitive remuneration package we also offer:

- Development and growth opportunities
- Employee Recognition and Rewards Programs
- Flexible working arrangements
- Top up of government paid parental leave for the first six weeks
- Grandparent Leave
- Novated leasing and salary packaging
- 24/7 Access to our Employee Assistance Program
- Onsite car park
- Dress for your day policy

To learn more about these initiatives please visit our Careers Page

The Freight & Customer Service Manager is responsible for overseeing the end-to-end coordination of freight operations and ensuring the delivery of outstanding customer service within the transport and logistics environment.

This role leads a team to manage freight scheduling, dispatch, tracking, and issue resolution, while serving as a key point of contact for high-value clients and stakeholders.

The role will ensure operational efficiency, compliance with industry regulations, and the consistent delivery of services that meet or exceed customer expectations.

By aligning freight operations with client needs and business goals, this role plays a vital part in driving service excellence, customer retention, and overall business performance.
- **Customer Communication & Support** - Manage all customer interactions to ensure timely, accurate, and professional responses to freight and delivery needs.
- **Delivery Planning & Execution** - Oversee booking schedules, time slot allocations, and ensure alignment with customer expectations.
- **Issue Resolution & Relationship Management** - Act as senior escalation point, resolving service concerns while maintaining strong client relationships and SLAs.
- **Cross-Functional Collaboration** - Work closely with internal teams to deliver integrated freight solutions and seamless service experiences.
- **Regulatory Compliance & Safety** - Ensure adherence to COR legislation, WHS protocols, transport regulations, and workplace safety standards.
- **Operational Oversight** - Monitor freight specifications, manage daily challenges, and make informed decisions to minimise risk and ensure service continuity.
- **Leadership & People Management** - Lead, develop, and manage the customer service/freight coordination team, including recruitment, onboarding, performance, and HR matters.
- **Continuous Improvement** - Drive service and process improvements, streamline workflows, and implement system-based solutions for efficiency.
- **Performance & Quality Monitoring** - Oversee KPI reporting, analyse operational data, and use customer feedback to enhance service delivery.
- **Strategic Alignment & Reporting** - Collaborate with senior management to align operations with business goals and provide data-driven insights and performance reports.

**Desired Skills and Experience**:

- Minimum 5 years’ experience in a transport, freight, or logistics environment, with at least 2 years in a managerial capacity.
- Strong understanding of Transport and Logistics industry.Cert III In Customer Service (essential).
- Diploma or higher qualification in Logistics, Supply Chain Management, or Business (advantageous).
- Diploma of Leadership and Management (advantageous)