Customer Service Officer

Pacific National; Brisbane; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Paid parental leave

Novated leasing

Fitness Passport

Purchase leave program

Employee Assistance Program

Job summary

Pacific National in Brisbane is seeking a Customer Service Officer to join the Intermodal team at Brisbane Freight Terminal in Acacia Ridge. You will provide exceptional customer service and operational support to ensure freight bookings, inquiries and terminal activities are managed safely and efficiently.

Reporting to the Team Leader, you will coordinate movements across a rotating roster, liaise with customers and drivers, and help resolve issues to deliver a reliable customer experience

Qualifications

• Experience in customer service or operational administration within a fast-paced environment.
• Experience in transport, logistics, freight or supply chain is highly regarded but not essential.
• Strong communication and relationship-building skills with customers and operational teams.
• Excellent problem-solving and decision-making skills, including prioritising competing demands.

Responsibilities

• Managing customer freight bookings, amendments and cancellations to meet operational requirements.
• Liaising with customers, truck drivers, Fleet Controllers and terminal operations teams to coordinate freight movements and resolve issues.
• Prioritising freight requirements and managing booking exceptions to maximise service utilisation.
• Responding to customer enquiries about freight movements, schedules, rates, policies and services.
• Investigating and resolving gate exceptions, booking discrepancies and truck and trailer weight issues using transport management systems.
• Managing customer complaints and service issues, ensuring timely resolution and identifying opportunities for continuous improvement.
• Working collaboratively across day and afternoon operations while confidently managing tasks independently when required.

Skills

Customer service

Communication

Problem solving

Prioritisation

Autonomy

Teamwork

Logistics knowledge

Tools

Transport management systems

Job description

• Permanent full-time role based at Brisbane Freight Terminal, Acacia Ridge
• Join a collaborative team supporting Australia's rail freight network on a rotating shift roster
• Safely Every Day - That's Our Promise

Join Pacific National - Australia's largest private rail freight operator

Every day, Pacific National transports millions of tonnes of critical freight around the country. We move intermodal containers, coal, steel and bulk commodities that keep Australia moving.

An opportunity is available for a Customer Service Officer to join our Intermodal team, based at Brisbane Freight Terminal in Acacia Ridge.

What You'll Do

As a key member of our Intermodal team, you'll provide exceptional customer service and operational support, helping ensure freight bookings, customer enquiries and terminal activities are managed safely and efficiently.

Reporting to the Customer Service Team Leader, you'll work collaboratively with customers and operational teams across a rotating roster to coordinate freight movements, resolve issues and deliver a reliable customer experience.

Your responsibilities will include:

• Managing customer freight bookings, amendments and cancellations to meet operational requirements.
• Liaising with customers, truck drivers, Fleet Controllers and terminal operations teams to coordinate freight movements and resolve issues.
• Prioritising freight requirements and managing booking exceptions to maximise service utilisation.
• Responding to customer enquiries about freight movements, schedules, rates, policies and services.
• Investigating and resolving gate exceptions, booking discrepancies and truck and trailer weight issues using transport management systems.
• Managing customer complaints and service issues, ensuring timely resolution and identifying opportunities for continuous improvement.
• Working collaboratively across day and afternoon operations while confidently managing tasks independently when required.

This role operates on a rotating fortnightly roster, with shifts between 5:00am and 6pm Monday to Friday, including one Saturday shift every 5 weeks.

What You'll Bring

You'll be a customer-focused and proactive team member who enjoys working in a fast-paced operational environment. You'll have strong communication skills, a practical approach to problem-solving and the ability to balance competing priorities while maintaining accuracy.

You'll also bring:

• Experience in customer service or operational administration within a fast-paced environment.
• Transport, logistics, freight or supply chain experience, which is highly regarded but not essential.
• Strong communication and relationship-building skills, with the ability to work effectively with customers and operational teams.
• Excellent problem-solving and decision-making skills, including the ability to prioritise competing demands.
• The ability to work autonomously while contributing positively to a collaborative team.
• Strong attention to detail and a commitment to delivering accurate, high-quality work.
• Flexibility to work a rotating roster and undertake occasional overtime to support operational requirements.

Why Join Us?

At Pacific National, we value the contribution of every team member and are committed to creating an inclusive workplace where everyone feels respected, supported and accepted.

Some of the benefits we offer include:

• Paid parental leave.
• Novated leasing.
• Fitness Passport.
• Purchase leave program.
• Access to our Employee Assistance Program through Sonder.

Our values guide how we work every day: Make it Simple, Share More, Kindness, Gratitude, Curiosity and Own It. Together, these values help us build strong connections, support one another and deliver our best work.

Ready to Deliver What Matters?

If you're passionate about customer service, enjoy working in a dynamic operational environment and want to contribute to Australia's freight network, we'd love to hear from you.

Learn more at https://www.pacificnational.com.au/careers

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