Customer Service

At Smartways, we're more than a logistics company – we're in the business of saving lives. We specialise in time-critical, complex healthcare logistics across Australasia. Behind every seamless return of life-saving medical goods is a well-planned manifest – and behind every flawless execution is a Coordinator who ensures it all happens.

Now, we're looking for a Customer Operations – Reverse Logistics Coordinator to take ownership of planning, managing, manifesting and executing returns. This is your opportunity to be the critical link between a job being booked and making it happen, ensuring the highest standards of service for hospitals and patients across Australasia.

ABOUT SMARTWAYS

At Smartways, we specialise in time-critical, complex logistics for the Australasian healthcare community. Our mission is to improve patient outcomes and save lives across medical devices, life sciences, pharmaceuticals, and clinical trials.

We are driven by a passion for excellence, constantly innovating services ranging from emergency patient-on-table deliveries to scheduled, temperature-controlled global shipments. As Australasia's first 100% carbon-neutral healthcare logistics company, we measure our success not just by business outcomes, but by the positive impact we make in healthcare every day.

PURPOSE OF THE ROLE

The Customer Operations – Reverse Logistics Coordinator is the critical link between a job being booked and making it happen. You will plan, create, and manage manifests for all return shipments, ensuring every job is executed efficiently and accurately. Working closely with hospitals, drivers, and customers, you will ensure medical goods are collected, tracked, and returned on time. Your work directly impacts patient outcomes by ensuring critical medical equipment and goods are ready for the next procedure.

KEY RESPONSIBILITIES

• Create and manage manifests for all return shipments, ensuring accuracy and efficiency
• Plan and schedule reverse logistics operations, linking jobs from booking to execution
• Liaise with customers, hospital staff, and drivers to coordinate the most efficient logistics solutions
• Build strong relationships with hospital teams to drive future operational success
• Accurately record all activities and details in Smartways systems
• Escalate collection or operational issues to customers as required
• Navigate complex logistical challenges and problem-solve to ensure seamless execution
• Participate in quality improvement initiatives and uphold Smartways' high standards
• Take ownership of tasks from booking to delivery, ensuring nothing is left to chance

WHAT WE'RE LOOKING FOR

• Minimum 2 years' experience in a customer service or contact centre role (logistics experience preferred)
• Strong organisational skills with the ability to prioritise and manage multiple tasks
• Exceptional communication, negotiation, and relationship-building skills
• Results-driven mindset with a "make it happen" attitude
• Confident using Microsoft Office, web-based tools, and ERP systems
• Availability to work on a rotating roster from 8:00 am – 6:00 pm
• Professional, engaging phone manner with a proactive and curious approach

WHY JOIN SMARTWAYS?

• Make a tangible difference every day – your work ensures critical medical equipment is ready for the next patient
• Be part of a high-performing, collaborative team that values problem-solving and operational excellence
• Enjoy rewards and recognition programs for your efforts
• Convenient Macquarie Park location with free parking and close to public transport

At Smartways, your role is more than just logistics – it's ensuring life-saving equipment gets to where it needs to be, every single time. Join us and be the critical link in saving lives.