Associate, Customer Service & Support

APL Logistics; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

APL Logistics in Sydney is seeking a detail-oriented Logistics Coordinator to act as the primary liaison between customers, shipping lines, transport providers and overseas offices. You will manage end-to-end communication, documentation, tracking and administration for sea and air shipments, delivering transparent milestone visibility through in-house platforms and dashboards.

The role emphasizes accurate data management, strong English communication, and collaboration with 2PL/3PL partners to

Qualifications

• Excellent written and spoken English.
• Experience in international freight forwarding.
• Proficiency with PC applications and Microsoft Office tools.
• Strong analytical and data management skills.
• Advanced Excel skills, Pivot Tables, Power Query, XLOOKUP.
• PowerPoint skills for preparing presentations.
• Experience in reporting, data visualisation and performance analytics is an advantage.
• Hands-on CargoWise experience in logistics, freight forwarding or supply chain operations is highly preferred.

Responsibilities

• Process and manage customer orders accurately, on time and cost-effectively.
• Maintain accurate, up-to-date order records and communicate changes or issues to relevant stakeholders.
• Resolve service issues proactively with relevant stakeholders, escalating complex cases when needed.
• Escalate non-conformance issues for corrective action.
• Respond promptly to stakeholder enquiries.
• Work with service providers, including 2PL and 3PL partners, to resolve warehouse, customs and trucking issues and support timely delivery.
• Keep processes documented and review SOPs after updates by Logistics Analysts.
• Carry out other responsibilities assigned by supervisors/managers
• Provide excellent customer service and address customer concerns promptly and professionally.
• Keep customers informed and ensure orders are fulfilled in line with their expectations.
• Identify service gaps, recommend improvements and implement solutions to improve customer satisfaction.
• Build and maintain strong customer relationships to encourage repeat business and loyalty.
• Collaborate with cross-functional teams to achieve shared goals.
• Communicate clearly with internal and external stakeholders to ensure efficient, accurate order fulfilment.
• Maintain and strengthen relationships with vendors and suppliers.
• Generate and analyse reports to identify trends and improvement opportunities, and recommend changes to improve process efficiency and effectiveness.
• Work with the supervisor/manager to implement process improvement initiatives.
• Prepare performance metrics and supporting data for stakeholder presentations by the supervisor/manager. Explain and account for variances between reporting periods accurately and on time.

Skills

Analytical skills

Data management

Stakeholder communication

Tools

Microsoft Excel

Power Query

XLOOKUP

PowerPoint

CargoWise

Job description

Act as the primary liaison between customers, shipping lines, transport providers and overseas offices. Manage end-to-end communication, documentation, tracking and administration for sea and air shipments. Combine customer relationship management with accurate data management to provide clear shipment milestone visibility through in-house platforms and dashboards, delivering a seamless and transparent shipping experience.

Responsibilities

Operational

• Process and manage customer orders accurately, on time and cost-effectively, in line with established procedures and customer expectations.
• Maintain accurate, up-to-date order records and communicate changes or issues to relevant stakeholders.
• Resolve service issues proactively with relevant stakeholders, escalating complex cases to senior colleagues or the supervisor/manager.
• Escalate non-conformance issues for corrective action.
• Respond promptly to stakeholder enquiries.
• Work with service providers, including 2PL and 3PL partners, to resolve warehouse, customs and trucking issues and support timely delivery.
• Keep processes documented and review standard operating procedures (SOPs) after updates by Logistics Analysts.
• Carry out other responsibilities assigned by supervisors/managers

Stakeholder Management

• Provide excellent customer service and address customer concerns promptly and professionally.
• Keep customers informed and ensure orders are fulfilled in line with their expectations.
• Identify service gaps, recommend improvements and implement solutions to improve customer satisfaction.
• Build and maintain strong customer relationships to encourage repeat business and loyalty.
• Collaborate with cross-functional teams to achieve shared goals.
• Communicate clearly with internal and external stakeholders to ensure efficient, accurate order fulfilment.
• Maintain and strengthen relationships with vendors and suppliers.

Insights and Reporting

• Generate and analyse reports to identify trends and improvement opportunities, and recommend changes to improve process efficiency and effectiveness.
• Work with the supervisor/manager to implement process improvement initiatives.
• Prepare performance metrics and supporting data for stakeholder presentations by the supervisor/manager. Explain and account for variances between reporting periods accurately and on time.

Qualifications:

• Good command of written and spoken English.
• Previous experience in international freight forwarding.
• Proficiency with PC applications and Microsoft Office tools.
• Strong analytical and data management skills.
• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP and data analysis functions.
• Strong Microsoft PowerPoint skills for preparing business presentations and reporting materials.
• Experience in reporting, data visualisation and performance analytics is an advantage.
• Hands-on CargoWise experience in logistics, freight forwarding or supply chain operations is highly preferred.