Customer Service Specialist

2 days ago

Melbourne Airport Victoria, Australia AFS Logistics Australia Pty Limited Full time $60,000 - $80,000 per year

AFS Logistics is one of Australia's largest Independent Logistics Services Company's.

For over 30 years we have provided customised Logistics Services Solutions that help our customers and carriers reduce costs and increase efficiencies by providing high level expertise and technology.

We have an extensive loyal customer portfolio and have been experiencing rapid growth.

The Customer Service Specialist is responsible for timely and accurate client liaison and assistance. This role includes managing customer inquiries, resolving issues, and ensuring effective communication between customers and internal teams, contributing to the overall efficiency of the logistics process.

The Customer Service Specialist must be available to rotate between 8am to 6pm (Monday to Friday) and work on non-National Public Holidays as required.

Key Duties

  • Deliver exceptional service by addressing customer needs, resolving issues, and providing accurate, timely updates across various channels.
  • Build and maintain strong relationships with customers, carriers, and internal teams to ensure smooth communication and service coordination.
  • Monitor, track, and manage shipments, bookings, controlled returns, and ad-hoc freight requests to support seamless logistics operations.
  • Maintain complete and accurate records in the CRM system and ensure visibility of all customer interactions and service activities.
  • Handle escalations, including discrepancies, ETAs, PODs, and support special service requirements as needed.
  • Generate service reports, participate in cross-functional meetings, and suggest improvements based on customer trends and feedback.

Desired Skills and Experience

  • Proven capability to identify and implement ideas that enhance customer satisfaction and improve service quality.
  • Demonstrated experience in a call centre environment, showcasing strong customer service skills.
  • Excellent communication skills with the ability to build and maintain trusted relationships with customers.
  • Proficient in basic Excel functions to manage data effectively.
  • Competent in the MS Office Suite.
  • Competent in CRM systems (Ideally Salesforce)
  • 1 year plus freight industry experience in a Customer Service role (preferred)
  • Familiarity with the freight industry

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