Client Services Supervisor - Freight and Logistics

DFP Recruitment; Sydney; On-site; AUD 85,000 - 95,000; Full time

Benefits offered by this job

4 days in-office

Job summary

DFP Recruitment in Sydney seeks a Client Services Supervisor to lead day-to-day service delivery in freight and logistics, coach the client services team, and manage a select portfolio of accounts. You will drive KPIs and SLAs, strengthen client relationships, support onboarding and champion improvements across operations.

The role requires experience in freight/logistics, strong communication skills and the ability to work across multiple sites.

Qualifications

• Two years’ experience in a supervisory or client service role within freight forwarding or logistics.
• Strong knowledge of international trade, freight forwarding, shipping procedures and client onboarding.
• Understanding of Incoterms and Australian customs.
• Ability to lead and coach teams while maintaining high service standards.
• Excellent communication and stakeholder management skills.
• Analytical and time-management skills to manage multiple sites.
• Budgeting and market awareness of rates, schedules and profitability.

Responsibilities

• Lead, coach and support client service representatives to build capability, accountability and high performance.
• Monitor workloads, resources and service delivery to meet KPIs and SLAs.
• Manage a defined portfolio of client accounts, delivering service and retention.
• Act as escalation point for client concerns and coordinate resolution of service issues.
• Track service performance and provide reporting and risk escalation.
• Support onboarding and implementation of new clients and extensions to existing contracts.
• Identify service gaps and implement process improvements using CRM, OneTrack and Power BI.
• Build cross-functional relationships and communicate market conditions to clients and internal stakeholders.

Skills

Supervisory experience

Client service

Freight forwarding/logistics knowledge

International trade knowledge

Communication skills

Analytical/problem solving

Job description

Client Services Supervisor - Freight and Logistics

• Full-time Permanent opportunity
• Banksmeadow location (4 days in-office)
• c.$85-95k + Super

Our global client is seeking a Client Services Supervisor to join their team in Sydney.

The Client Services Supervisor supports the National Client Services Manager to lead day‑to‑day service delivery, coach and develop the client services team, and manage a select portfolio of accounts. You will drive performance against KPIs and SLAs, strengthen client relationships, support new‑business onboarding and champion practical improvements that deliver seamless, professional logistics solutions.

Primary Responsibilities

• Lead, coach and support client service representatives to build capability, accountability and high performance.
• Monitor workloads, resourcing and service delivery to ensure agreed timelines, KPIs and SLAs are consistently met.
• Manage a defined portfolio of client accounts, delivering excellent service, retention and relationship development.
• Act as an escalation point for client concerns and coordinate prompt, positive resolution of service issues.
• Track and analyse service performance, customer satisfaction and account trends, providing accurate reporting and early risk escalation.
• Support the onboarding and implementation of new clients and extensions to existing contracts, coordinating with operations and origin offices.
• Identify service gaps and implement process improvements, including effective use of OneTrack, Power BI, CRM and collaboration tools.
• Build strong cross-functional relationships and communicate market conditions, shipping trends and business updates to clients and internal stakeholders.

Required Skills and Experience

• At least two years’ experience in a supervisory or client service role within freight forwarding or logistics.
• Strong knowledge of international trade, freight forwarding, shipping procedures, supply chain processes and client onboarding.
• Sound understanding of Incoterms, Australian Customs requirements and the documentation needed for compliance.
• Demonstrated ability to lead, coach and develop teams while maintaining high service standards.
• Excellent communication and interpersonal skills, with a proven ability to build trusted client and stakeholder relationships.
• Strong analytical, problem‑solving and time‐management skills, with the ability to manage priorities independently across multiple business sites.
• Commercial awareness of market conditions, rates, schedules, profitability and technology-enabled logistics solutions.

If you are seeking an avenue to advance your career in a dynamic and growing business and make a real impact to the continued success of an organisation, we would love to hear from you.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via***********@dfp.com.auor1300 337 ***and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.