Customer Engagement Specialist

Pacific National; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Paid parental leave

Novated Leasing

Fitness Passport

Purchase leave program

Access to EAP program through Sonder

Job summary

Pacific National, Australia’s largest private rail freight operator, is seeking a Customer Engagement Specialist to join our Intermodal team in Melbourne. You will act as a key contact for a portfolio of strategic customers and support day-to-day requirements while identifying opportunities to maximise service outcomes and grow the network.

Working with Customer Service, Planning, Operations and Sales, you will advocate for customer priorities, coordinate solutions and deliver practical

Qualifications

• Experience managing strategic customer relationships within transport or logistics.
• Ability to build trusted relationships across stakeholders up to executive level.
• Understand customer priorities and drive solutions through to resolution.
• Strong problem-solving and decision-making in high-pressure situations.
• Understanding of freight, logistics networks and commercial drivers.
• Familiarity with customer contracts and service commitments.
• Strong communication to convey issues and solutions to stakeholders.
• Analytical and organisational skills with a focus on continuous improvement.
• Experience using CRM, TMS or similar platforms.

Responsibilities

• Act as key contact for strategic Intermodal customers and support growth.
• Coordinate requirements across the Pacific National network, including new volume opportunities and peak demand planning.
• Drive outcomes by working across teams to identify opportunities and deliver practical solutions.
• Lead customer service issue resolution and closure ownership.
• Provide proactive communications and performance insights during operations and disruptions.
• Analyse performance trends to improve customer experience and service delivery.

Skills

Strategic relationships

Stakeholder influence

Problem solving

Communication skills

Analytical skills

Organisational skills

Continuous improvement

Prioritisation

CRM proficiency

TMS experience

Tools

CRM

TMS

Customer portals

ERP systems

Job description

Customer Engagement Specialist – Intermodal (Strategic Customer Relationship Focus)

• Build trusted relationships with strategic Intermodal customers and support customer growth across the Pacific National network.
• Partner with customers and internal teams to deliver practical solutions, optimise service outcomes and support customer success.
• Safely Every Day — That’s Our Promise

Join Pacific National – Australia’s largest private rail freight operator

Every day we transport millions of tonnes of critical freight around the country for our customers. We haul coal, intermodal containers, steel, and bulk commodities that keep Australia moving.

An opportunity has presented itself for a Customer Engagement Specialist to join our Intermodal team in Melbourne.

What You'll Do

Act as a key customer contact for a portfolio of strategic Intermodal customers, supporting day-to-day requirements while identifying opportunities to maximise service outcomes, support customer growth and optimise use of the Pacific National network.

Working across Customer Service, Planning, Operations and Sales teams, you will advocate for customer priorities, coordinate solutions and help customers maximise the value of Pacific National's services.

Reporting to the Customer Service Principal, you will:

• Build and maintain trusted relationships with strategic Intermodal customers, understanding their supply chain requirements and supporting positive customer outcomes.
• Coordinate customer requirements across the Pacific National network, including new volume opportunities, service requests, peak demand planning and tailored freight solutions.
• Drive customer outcomes by working across Customer Service, Planning, Operations and Sales teams to identify opportunities, remove barriers and deliver practical solutions.
• Lead customer service issue resolution and recovery activities, maintaining ownership from identification through to closure.
• Provide proactive customer communications, service updates, and performance insights during both business-as-usual operations and network disruptions.
• Analyse customer and network performance trends to identify opportunities to improve customer experience, service delivery and overall customer outcomes.

What You’ll Bring

• Experience managing strategic customer relationships within transport, logistics, supply chain or similarly complex service environments.
• Proven ability to build trusted customer relationships and influence outcomes across stakeholders at all levels, from operational coordinators and planners through to General Managers and executive leadership.
• Demonstrated ability to understand customer priorities, identify material impacts and drive solutions through to resolution.
• Strong problem-solving skills and decision-making skills, with the ability to remain composed, prioritise effectively and drive outcomes in complex and high-pressure situations.
• Strong understanding of freight, logistics or supply chain networks and the factors that influence customer outcomes.
• Understanding of customer contracts, service commitments and commercial drivers, with the ability to balance customer expectations against network capability.
• Strong communication skills with the ability to convey complex operational issues, service impacts and solutions to a range of customer and internal stakeholders.
• Sound analytical and organisational skills with a focus on continuous improvement.
• Experience using business systems such as CRM, TMS, customer portals, or similar platforms.

Why Join Us?

At Pacific National we value the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted.

Some of the benefits we offer are:

• Paid parental leave
• Novated Leasing
• Fitness Passport
• Purchase leave program
• Access to EAP program through Sonder

We live by our Values: Make it Simple, Share More, Kindness, Gratitude, Curiosity, and Own It – helping us build strong connections and do our best work every day.

Ready to deliver what matters?

Pacific National acknowledges the Traditional Custodians of the land on which we work, live and rail.