Customer Service & Operations Manager

FJT Logistics; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary package

Career progression and development

Equal opportunity employer

Safe, alcohol and drug-free workplace

Job summary

FJT Logistics in Melbourne is seeking an experienced Customer Service & Operations Manager to lead our freight forwarding activities. This hands-on leadership role will oversee daily operations, drive service performance and ensure exceptional outcomes across air and sea freight.

You will manage the Customer Service and Operations team, partner with senior management to hit KPIs, improve processes, and build strong client relationships while maintaining compliance and a safety-focused,

Qualifications

• Strong leadership and team management
• High level of customer service focus
• Ability to work in a fast-paced, deadline-driven environment
• Strong problem-solving and decision-making capability
• Excellent communication and stakeholder management skills
• Solid knowledge of CargoWise (highly regarded)
• Commercial awareness including costing and billing processes
• Hands-on, proactive, and team-oriented approach

Responsibilities

• Oversee daily operations and customer service activities within the branch
• Manage key client accounts, ensuring service excellence and commercial performance
• Drive KPIs and service performance objectives
• Coordinate airfreight operations and urgent shipments
• Lead and support the operations and customer service team
• Resolve customer issues promptly and professionally
• Implement and improve operational processes and procedures
• Ensure compliance with internal policies and customer requirements
• Support monthly branch performance and reporting

Skills

Leadership & people management

Customer service excellence

Stakeholder management

Strong communication

Problem-solving & decision-making

CargoWise knowledge

Costing & billing awareness

Tools

CargoWise

Job description

We are a well-established national and international logistics provider seeking an experienced Customer Service & Operations Manager to lead our Melbourne freight forwarding operations.

This is a hands-on leadership role responsible for overseeing day-to-day operations, driving service performance, and ensuring exceptional customer outcomes across air and sea freight activities.

About the Role

You will be responsible for managing and coordinating the Customer Service and Operations team, ensuring efficiency, accuracy, and high service standards across all shipments. You will work closely with senior management to drive KPIs, improve processes, and support key client relationships.

Key Responsibilities

Oversee daily operations and customer service activities within the branch

Manage key client accounts, ensuring service excellence and commercial performance

Drive KPIs and service performance objectives

Coordinate airfreight operations and urgent shipments

Lead and support the operations and customer service team

Resolve customer issues promptly and professionally

Implement and improve operational processes and procedures

Ensure compliance with internal policies and customer requirements

Support monthly branch performance and reporting

About You

Strong leadership and team management skills

High level of customer service focus

Ability to work in a fast-paced, deadline-driven environment

Strong problem-solving and decision-making capability

Excellent communication and stakeholder management skills

Solid knowledge of CargoWise (highly regarded)

Commercial awareness including costing and billing processes

Hands-on, proactive, and team-oriented approach

What’s on Offer

Opportunity to lead a key branch within a growing logistics business

Supportive leadership and collaborative team environment

Career progression and development opportunities

Competitive salary package

Applicants must have full working rights in Australia.

We are an equal opportunity employer and maintain a safe, alcohol and drug-free workplace. Pre-employment and random testing may apply.