Customer Service Coordinator

About the role:

Reporting to the Customer Service Lead, this critical role will be responsible for the daily operations of Aurizon Containerised Freight Services by providing safe, efficient and customer focused solutions, including the management of contractors and customer needs to ensure Aurizon is an industry leader for rail service excellence. Being the first point of contact you will be required to provide quality service in negotiating container loading schedules with external stakeholders, while leading process and people to ensure delivery on time and above expectations.

This role will see you:

• Champion a safety culture based on values and principles by achieving and implementing all safety standards, systems, and initiatives to a standard of excellence.
• Plan, coordinate and supervise the end-to-end operational requirements of the container service facilities.
• Create, manage and maintain all customer bookings by ensuring proactive communication is key to customer satisfaction and delivery of goods.
• Actively engage with the customers to solicit feedback on the services provided by Aurizon Containerised Freight Services and how improvements or additional services can be arranged.
• Ensure capacity management is provided as defined by customer agreements and maintain Aurizon performance reporting for the terminal ensuring Customer obligations are achieved.
• Support terminal staff by communicating incidents to customers where necessary. Supervise and assist local incident management and undertake investigations as they arise within the operational environments.

About you:

We are seeking a Customer Service Coordinator to ensure that our customers logistical needs are not only met but delivered with confidence. With a passion in customer service, you will have a proven ability to build strong and lasting relationships with both internal and external stakeholders.

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 hands-on and enjoy helping to improve processes. You will be a resilient team player who is driven by providing exceptional customer service and thrive off large scale delivery success and customer satisfaction.

• 4–5+ years' experience in customer service or operational coordination
• Qualifications in supply chain, asset/project/frontline management, or related fields (preferred)
• Previous experience in a logistics or heavy industry environment (preferred)
• Strong communication, stakeholder engagement, and negotiation skills
• Experience with scheduling, reporting systems, and process improvement
• Ability to manage time effectively and stay calm under pressure
• Familiarity with safety standards and incident management (advantageous)
• Proficiency in IT systems and reporting tools

What we offer you:

At Aurizon, we support the development and growth of our employees. With a national portfolio of operations, we offer long-term and exciting career opportunities.

Some of our benefits include:

• Development and growth opportunities.
• Access to mentoring and development programs.
• Discounts on selected health insurance funds, personal travel, gyms, vehicles and retail brands.
• Parental leave program and super booster.

About Aurizon.

Aurizon is Australia's largest rail freight operator and a top 100 ASX company. Each year, we deliver more than 250 million tonnes of Australian commodities right across the country. Aurizon is crucial to the Australian economy, connecting miners, primary producers and industry with international and domestic markets.

Look to Aurizon for a diverse and collaborative culture.

At Aurizon, we are proud of our diverse, collaborative, creative and high-performance culture. We celebrate the contribution of every employee and provide opportunities for career development in a dynamic, caring, and inclusive work environment.

To learn about us and our company values, please visit