Brokerage Onboarding & Customer Support Specialist

P02 UPS Pty Ltd; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

UPS is seeking a Brokerage Customer Support Specialist in Sydney to drive onboarding and ongoing customer success in cross-border shipments. You will validate brokerage setup, assist with document collection, and monitor initial shipments to identify holds or issues.

Working with Account Executives and brokerage teams, you will communicate regulatory requirements, resolve delays, and maintain detailed activity logs to support timely release and customer satisfaction.

Qualifications

• Understanding of cross-border customs brokerage regulatory knowledge.
• Ability to work with minimal supervision and collaborate remotely.
• Able to communicate clearly with customers and internal teams.

Responsibilities

• Review enrolment requests and validate customer information for accuracy and compliance.
• Perform welcome calls and explain onboarding requirements to customers.
• Identify customs clearance risks during onboarding and propose corrective actions.
• Monitor shipments for the first 12 weeks and track onboarding effectiveness.
• Document actions and prepare onboarding reports for stakeholders.
• Collaborate with Account Executives and origin/destination teams for handover.

Skills

Customer service

Cross-border logistics knowledge

Communication skills

Problem solving

Job description

UPS is seeking a Brokerage Customer Support Specialist in Sydney to drive onboarding and ongoing customer success in cross-border shipments. You will validate brokerage setup, assist with document collection, and monitor initial shipments to identify holds or issues.

Working with Account Executives and brokerage teams, you will communicate regulatory requirements, resolve delays, and maintain detailed activity logs to support timely release and customer satisfaction.