Customer Experience Coordinator - 6 month fixed term contract

The Wonderful Company LLC; Sydney; On-site; AUD 65,000 - 82,000; Full time

Benefits offered by this job

Competitive salary package

Internal mobility

Wonderful Giving

Wonderful Neighbour

Wellness program

Job summary

Neptune Pacific, part of The Wonderful Company, is seeking a Sydney-based Customer Experience Coordinator for a six‑month fixed‑term contract to support import/export bookings, documentation and cargo movements.

As the first point of contact for customers, you will build relationships with customers and internal teams, manage bookings, prepare documentation, and help deliver an improved customer experience while complying with SOPs and safety requirements.

Qualifications

• 3-5 years in shipping, freight or a similar customer/operations role.
• Positive, customer-centric attitude with strong team focus.
• Excellent verbal and written communication skills.
• Ability to work under pressure and meet deadlines.
• Demonstrated adaptability and prioritisation skills.
• Proficiency in Microsoft Office; CargoWise experience desirable.

Responsibilities

• Develop and maintain collaborative relationships with stakeholders.
• Send booking confirmations to customers within timeframes.
• Prepare bookings, container releases and cargo documentation.
• Create slot cover bookings for transhipment cargo.
• Prepare and submit booking reports to vessel operators.
• Attach shipper SLI to e-docs and update bookings.
• Auto-rate bookings and flag rate discrepancies for Sales.
• Manage cargo readiness, including DG/BBK OOG approvals and port readiness.
• Arrange late receivals when required.
• Send PRA load lists to vessel planners and reconcile after sailing.
• Update ERP systems with finalised load lists.
• Obtain prior shipment approval for hazardous cargo per SOPs.
• Respond to customer enquiries promptly and professionally.
• Support other operational duties and projects as required.

Skills

Customer service

Communication

Time management

Teamwork

Decision making

Adaptability

Tools

CargoWise

ERP systems

MS Office

Job description

Customer Experience Coordinator - 6 month fixed term contract

• Full-time
• Are you passionate about customer service and shipping?
• Six month fixed term contract - December start!

Neptune Pacific is undergoing an exciting phase of transformation and growth. Established in 2020 through the acquisition of Pacific Direct Line, the business brought together two of the South Pacific's leading shipping and logistics providers to deliver fully integrated supply chain solutions across the region.

Today, Neptune Pacific continues to strengthen its network and capabilities across the Pacific and beyond. The company is part of The Wonderful Company, headquartered in Los Angeles, California. The Wonderful Company's portfolio includes globally recognised brands such as FIJI Water, JUSTIN Vineyards & Winery, Landmark Vineyards, Wonderful Citrus, Wonderful Pistachios, Teleflora, POM Wonderful and Suterra.

We are currently seeking a Customer Experience Coordinator to join our Sydney based team on a six month fixed term contract to cover parental leave.

As the first point of contact for our import and export customers, you'll play a key role in ensuring bookings, documentation and cargo movements are managed accurately, efficiently and professionally.

Alongside managing day-to-day operational requirements, you'll build strong relationships with customers, internal teams and external stakeholders while helping us continuously improve the customer experience.

Here is what you will do:

• Develop and maintain collaborative relationships with internal and external stakeholders.
• Send booking confirmations to customers within agreed timeframes.
• Prepare bookings, container releases and cargo receival documentation for customers and shippers.
• Create slot cover bookings on connecting vessels for all transhipment cargo.
• Prepare and submit booking reports to third-party vessel operators.
• Attach shipper SLI to e-docs and update bookings accordingly.
• Auto-rate bookings before handing them to the Documentation team and identify any rate discrepancies for Sales.
• Manage cargo readiness, including DG and BBK OOG approvals, empty container uplift and ensuring cargo is in port for loading.
• Arrange late receivals where required.
• Send preliminary and final PRA load lists to vessel planners.
• Reconcile load lists against PRA once vessels have sailed and update the ERP system to provide a finalised load list to the Documentation team.
• Obtain prior shipment approval in accordance with SOPs for all hazardous cargo.
• Respond to customer enquiries promptly and professionally.
• Support other operational duties and projects as required.

Here is what you'll bring to the table:

You'll be an experienced shipping or freight professional who enjoys working with customers and thrives in a busy operational environment. You will have:

• 3-5 years' experience in shipping, freight or a similar customer/operations role.
• A positive, customer-centric attitude and a strong team focus.
• Exceptional verbal and written communication skills.
• The ability to work under pressure and make sound decisions in a fast-paced environment.
• Demonstrated adaptability and the ability to manage changing deadlines and priorities.
• Intermediate proficiency with Microsoft Office Suite.
• Experience using CargoWise is desirable.
• Strong time management, organisation and planning skills.

This is a six month contract position based in Sydney. All applicants must have the right to live and work in Australia at the time of applying. The successful candidate may be subject to undergo a Police Check and/or Pre-Employment Drug Test.

Our Neptune Pacific Contribution:

• Competitive salary package
• Opportunity for development and internal mobility
• Wonderful Giving - allowing you to donate company money to a cause of your choice.
• Wonderful Neighbour - spend a day in the community helping with various service projects.
• Company focused on wellness and health.

If you're ready to take the next step in your career, and be part of a team where your contribution truly matters.