Customer Service Manager

Location:
Sydney, Australia

Reports to:
Commercial Director APAC

About IBI International Logistics

IBI International Logistics is a global leader in secure transportation and logistics for high value commodities, specialising in the movement of precious metals, currency, and other high value shipments across international markets. With operations spanning Asia Pacific, Europe and the America's, IBI combines best in class security with agile, customer-focused service.

Position Overview

The Customer Service Manager will play a pivotal role across sales, operations and customer service, acting as the key link between clients, internal teams, and external vendors. This is not a traditional service desk role – it is an opportunity to learn the IBI business in its entirety and become a trusted expert across all facets of our operations.

You will manage day to day client interactions, book and coordinate shipments, oversee billing and accounts follow up, and support commercial / sales activities to ensure a seamless customer experience from enquiry to invoice. Over time, the successful candidate will develop a deep operational, commercial and financial understanding - becoming a "jack of all trades" and the master of IBI's service delivery.

Key Responsibilities

Customer Service & Relationship Management

• Act as the primary customer contact for allocated clients, providing responsive, professional, and proactive communication.
• Manage customer queries and service requests across the shipment lifecycle — quotation, booking, tracking, delivery, and billing.
• Build long-term relationships with clients through consistent service excellence and understanding of their business needs.
• Support client retention and satisfaction initiatives, ensuring timely resolution of issues and follow-up on service performance.

Operations Coordination

• Liaise with IBI's domestic and international operations teams and vendor partners to ensure smooth and secure shipment execution.
• Coordinate bookings, documentation, and compliance requirements across multiple regions using IBI shipping systems (CargoWise etc.)
• Monitor shipments in real time and proactively address any service disruptions or exceptions.
• Support the development and refinement of operational processes.

Sales Support & Commercial Administration

• Assist in preparing quotations, tenders, and proposals for new and existing customers.
• Maintain accurate records of client pricing, contractual terms, and service agreements.
• Collaborate with the commercial team to identify opportunities for account growth or new business.
• Support revenue forecasting, margin analysis, and pipeline reporting.

Billing & Accounts

• Support the accuracy of billing, ensuring all charges are correctly captured and invoices are issued promptly.
• Reconciliation of customer and vendor invoices.
• Liaise with accounts to support payment collection and resolve discrepancies.
• Support monthly reporting on revenue, margins, and customer performance metrics.

Skills & Experience

• Minimum 5 years' experience in logistics, freight forwarding, or supply chain operations.
• Proven background in customer service and/or operations within a complex, fast-moving environment.
• Strong commercial acumen and comfort working with numbers, invoices, and budgets.
• Exceptional organisational skills and the ability to prioritise under pressure.
• High level of attention to detail and accuracy across documentation and communication.
• Strong interpersonal and relationship-building skills across internal and external stakeholders.
• Proficiency in MS Office, Shipping systems (CargoWise experience highly regarded) and CRM systems (HubSpot experience highly regarded).

Personal Attributes

• Inquisitive and motivated - eager to learn every aspect of the business.
• Calm under pressure with a problem-solving mindset.
• Adaptable and collaborative - able to work effectively across multiple teams and time zones.
• Commercially minded with a strong sense of accountability.
• A natural communicator who enjoys both the operational and client-facing aspects of logistics.

Why Join IBI

• Work for a global leader in secure logistics with strong values and a collaborative culture.
• Exposure to international operations and premium sector clients.
• Opportunity to grow into a senior commercial or operational leadership role.
• Dynamic environment where initiative and curiosity are valued.

Additional Information

• The nature of IBI's business requires flexible working hours, supported through remote/hybrid work options.
• There may be a requirement for occasional domestic or international travel to support clients, operations, or industry events.
• The role involves direct engagement with IBI's global offices and vendor network, requiring coordination across multiple time zones.
• Given the nature of IBI's work, the position requires a high level of discretion, integrity, and compliance awareness in handling sensitive information.
• Comprehensive training will be provided across IBI's processes and systems (CargoWise, HubSpot, internal SOPs) to build end-to-end business knowledge.
• IBI offers a supportive team environment that encourages professional growth and cross-functional development opportunities.
• Employees are expected to maintain compliance with IBI's Security, Health & Safety, and Environmental standards, as well as client-specific protocols where applicable.