Customer Service

About Flexport:

At Flexport, we believe global trade can move the human race forward. That's why it's our mission to make global commerce so easy there will be more of it. We're shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

The opportunity:

The Customer Service & Operations Manager, based in Melbourne, will play a pivotal role in building and leading Flexport Australia's operations, supporting our mission to make global trade easier for everyone. As the second employee in the region you will wear many hats and will be instrumental in delivering the growth of Flexport within the region. You will develop a deep knowledge of the local market, build and lead a team of motivated operations experts, engage key stakeholders, and drive the visibility and culture of Flexport within Australia and New Zealand.

Your direct customers are internal and external stakeholders: agents, account management, customs, carriers, terminals, trucking providers, and our end customers. You will be responsible for being the subject matter expert for Australian operations across all modes (FCL, LCL and Air). You will scale operational excellence, build and coach your team, and drive continuous improvement to ensure Flexport's clients experience world-class service.

Tactical Responsibilities:

As a leader, you will be an expert in executing the end-to-end movement of shipments across Ocean and Air, imports and exports.

• You will hire, coach and develop a team responsible for the end-to-end handling of FCL, LCL, Air, and intermodal shipments.
• You will personally represent Flexport's value proposition by recommending supply chain solutions for new clients, and identifying growth opportunities for overseas demand teams

• You will directly engage clients and act as key client contact for escalations and issue resolution

• You will guard the "front line" in ensuring the highest standard of Flexport quality: the right processes and metrics are in place for shipments to move "on-time" and exceptions resolved quickly and appropriately.

• Establish scalable operational infrastructure and procedures that maximize efficiency and productivity.
• Serve as the primary escalation point for internal and external stakeholders (carriers, vendors, customs, and trucking partners).

Adaptive Responsibilities:

• Being a small team, you will deep-dive and fill gaps that may be outside your day-to-day remit
• You will be responsible for monitoring and improving overall cost-to-serve while maintaining a high level of client satisfaction.
• You will drive cross-functional collaboration across customs, trucking, procurement, and product/engineering teams to ensure operational excellence.
• You will empower your team to prioritize and align on key initiatives, experiment with the best ways to drive growth and maintain high employee engagement.
• Mentor and grow your team's leadership capabilities, preparing junior team members for future responsibilities.
• Create feedback loops with key  stakeholders to align operations with evolving client needs.

What you will need:

• An Australia or New Zealand passport
• Bachelor's degree in supply chain, logistics, or related field.
• 10+ years of experience in freight forwarding, supply chain, or logistics operations, with demonstrated people leadership skills
• Good understanding of customs, carrier practices, and the regional logistics landscape.

We're looking for folks that have:

• Hands-on, process-oriented, structured thinking with strong problem-solving capabilities
• Courage to challenge the status quo when logic and reason require it. See something broken? Fix it
• Demonstrated ability to lead teams in day-to-day execution and process improvement
• Excitement to manage relationships and create a best-in-class operational structure
• Strategic vision and ground floor execution
• Excellent communication, interpersonal and organizational skills
• Client service mindset - obsessed with client and employee happiness
• The desire to lead, train and develop up and coming industry talent