Customer Operations Executive

• PM shift on-site at Macquarie Park: Work on a rotating roster between 2:00pm - 12:00am

• Join a high performance & dedicated customer operations team who work on critical life saving josb from Organs to Clinical trials everyday.

• Join Australia's fastest-growing logistics provider with ample opportunities for growth and advancement.

At Smartways, we specialize in time-critical, complex logistics for the Australasian healthcare community.

Our mission is to lift patient outcomes and save lives in all healthcare industries including medical devices, life science, pharmaceuticals, and clinical trials.

We are driven by a passion for excellence, constantly innovating our services ranging from patient on table emergency deliveries, to preplanned, scheduled temperature controlled global shipment.

At Smartways, we believe that our success is measured not only by our bottom line, but by the impact we have on the broader community, we are the first healthcare logistics company in Australasia that is 100% carbon neutral.

Our team of experienced professionals are committed to making a positive difference in the world, one shipment at a time.

About the role

We are seeking a customer-obsessed Customer Service Executive to join our Critical Services Customer Operations team, working the PM shift on a rotating roster between 2:00pm – 12:00am.

In this high-stakes role, you will take end-to-end ownership of life-saving deliveries—from booking and monitoring to coordinating urgent freight such as surgical kits, chemotherapy drugs, and even live organs. You'll be part of a 24/7 team that ensures critical procedures happen on time by working closely with customers, drivers, and logistics partners to deliver with precision and urgency.

You'll be part of a high-performance team that strives to improve patients' lives every day.

Key responsibilities

• Handle customer interactions via phone, email, and chat with professionalism and urgency.

• Book, update, and manage job requests while keeping all stakeholders informed.

• Monitor and coordinate urgent, time-critical shipments, including medical deliveries.

• Collaborate with drivers, supervisors, and logistics partners to resolve issues.

• Investigate and recover missing or damaged freight to ensure optimal outcomes.

• Proactively communicate delays or disruptions to customers and internal teams.

• Work on a rotating roster between 2:00 PM and 12:00 AM, with on-call or overtime as required.

• Must be available to work from our Macquarie Park office, Monday to Friday (don't worry—there are plenty of snacks to keep you fueled).

About You

• Minimum of 2+ years' experience in a customer service, contact centre role, or experience in the healthcare and/or logistics industry

• Comfortable working the PM shift on a rotating roster and be on an on call weekend roster

• A proactive, can-do attitude with a strong sense of accountability—you're the kind of person who makes absolutely anything happen for a customer

• Strong problem-solving and decision-making skills

• Ability to multitask and stay calm under pressure in a fast-paced environment

• Exceptional verbal and written communication skills

Why join us

• Make a real impact—support a purpose-driven organization committed to improving patient outcomes.

• Work in a thriving, fast-growing company with a bright future.

• Opportunities for career development and professional growth.

• Enjoy Birthday Leave—a paid day off to celebrate your special day

• Recognition: We recognize our people for their values and quality of work every month.

Even if you don't have all the required skills but are passionate about customer service and logistics operations, we encourage you to apply