Customer Service Representative

Explorate; Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible hybrid work model

Competitive base salary + super

Weekly innovation sessions

Regular team events

Culture of continuous improvement

Job summary

Explorate is hiring a Customer Service Representative to support enterprise accounts and manage a portfolio of growth opportunities. You will partner with Key Account Managers, onboard new clients, and ensure excellent service delivery across物流 and tech-enabled solutions.

Based in Melbourne or Brisbane, this hybrid role offers collaboration across Operations, Product, and Development teams, with a focus on delivering customer value, reporting, and continuous improvement.

Qualifications

• 3+ years in international freight forwarding/logistics with exposure to operations or commercial functions
• Experience supporting or managing customer accounts, with a track record of resolving issues
• Commercial and financial acumen, with ability to identify growth opportunities and understand customer revenue drivers
• Ability to prioritize across multiple accounts and deadlines, working independently and in a team
• Ability to negotiate and build rapport with vendors, customers, and internal stakeholders
• Experience using technology and AI tools to improve workflows, with interest in platform/software projects
• Strong administration skills with high attention to detail and accuracy in documentation

Responsibilities

• Partner with Key Account Managers to provide day-to-day operational support for enterprise accounts, acting as a first contact for booking queries
• Support customer onboarding by gathering requirements to establish clear execution instructions
• Prepare account reporting and data to support monthly/quarterly reviews and customer meetings
• Escalate complex or high-risk issues to the Key Account Manager and track to resolution
• Share account insights, risks and opportunities with Key Account Managers
• Manage portfolio of smaller, high-growth opportunity accounts and identify growth opportunities
• Nurture portfolio accounts to align with targets and maintain regular customer touchpoints
• Quantify and demonstrate value delivered to clients during touchpoints
• Assist with testing and onboarding of new platform features, including user training
• Provide customer requirements and use cases to support platform/AI projects
• Respond to inquiries the same day and meet service levels
• Maintain accurate records of customer interactions and agreements
• Negotiate with vendors and internal teams to meet customer requirements

Skills

Customer accounts

Negotiation

AI tools

Operations

Logistics

Communication

Attention to detail

Job description

Job Title: Customer Service Representative

Department: Commercial

Reports To: Strategic Accounts Manager

Location: Melbourne or Brisbane HQ

About Explorate:

We’re a team of problem-solvers, logistics specialists, and creative thinkers who believe in doing things differently and doing them well.

We’re building the future of supply chain management. That means helping businesses take control of complex freight networks through a mix of powerful technology, expert services, and smart, human support. But it also means building a company that works better, for our people, our customers.

We’re constantly growing, learning, and challenging the way things are done. If you like getting stuck into real problems, working with good people, and making an impact, you’ll feel right at home here.

Job Purpose:

The Customer Service Representative supports the delivery of exceptional service across Explorate’s customer base by partnering with Key Account Managers on enterprise accounts, while independently managing a portfolio of smaller, high-growth opportunity accounts.

Acting as a trusted partner at the intersection of international logistics and tech-enabled logistics solutions, you will:

• build strong relationships with emerging accounts by understanding their needs
• resolve issues promptly, and identify opportunities to grow business over time.

Additionally, the Customer Service Representative acts as a key link between customers and internal teams, escalating complex matters, sharing account insights, and developing the next generation of key accounts, to contribute to overall customer satisfaction, retention, and company growth.

SPECIFIC DUTIES & RESPONSIBILITIES

• Partner with Key Account Managers to provide day-to-day operational support for enterprise accounts, acting as a first point of contact for booking queries.
• Support customer onboarding by gathering operational and business requirements to establish clear execution instructions across internal departments, through client specific SOPs and process guidelines.
• Prepare account reporting and data to support monthly/quarterly business reviews (MBRs & QBRs) and customer meetings.
• Escalate complex or high-risk issues to the Key Account Manager and relevant internal teams, tracking them through to resolution.
• Share account insights, risks and opportunities with Key Account Managers.

Growth Account Ownership:

• Manage an individual portfolio of smaller, high-growth opportunity accounts in all aspects of their day-to-day trading.
• Identify opportunities for account growth, cross-selling, and up-selling (e.g., new trade lanes, customs clearance, warehousing, premium air/ocean services).
• Be the trusted point of contact for portfolio clients, and the first point of contact for new opportunities, clarifications and feedback.
• Nurture and develop portfolio accounts to align with account specific targets.
• Maintain regular touch points with customers, with an aim of four customer contacts/visits per month.
• Quantify and demonstrate value delivered (e.g., cost savings, transit time reductions, carbon footprint reporting) during regular client touchpoints.
• Assist with testing, rollout and customer adoption of new platform features, including user training and onboarding.
• Provide customer requirements, use cases and workflow insights to support the scoping and prioritisation of platform and AI projects.
• Respond to customer enquiries the same day, meet agreed service levels and performance targets.
• Maintain accurate records of customer interactions, issues and agreements within relevant systems.
• Negotiate with vendors and internal teams to resolve service issues and meet customer requirements.

Cross-Functional Collaboration:

Operational teams

• Facilitate internal communication of customer needs and new opportunities across all departments.
• Collaborate closely with Operations, Customs, and Offshore Support teams to ensure service delivery consistently meets or exceeds agreed Service Level Agreements (SLAs).

Product and Development teams

• Partner with the Product and Development teams to identify potential software projects, platform enhancements and automation opportunities based on customer needs.
• Act as the voice of the customer by capturing, documenting and communicating customer feedback, feature requests and pain points to the Product team, ensuring client requirements inform future software updates.
• Report system issues and bugs with clear detail, and track them through to resolution.
• Keep customers informed of release timelines and product updates, managing expectations on delivery.

SKILLS, EXPERIENCE & EDUCATION

• 3+ years experience in international freight forwarding / logistics with exposure to operations or commercial functions (understanding of ocean import/export, air freight, customs brokerage, origin management, landside transport).
• Experience supporting or managing customer accounts, with a track record of resolving issues through to completion.
• Commercial and financial acumen, with the ability to identify growth opportunities and understand customer revenue drivers.
• Ability to prioritize across multiple accounts and competing deadlines, working independent and as part of a team.
• Ability to negotiate and build rapport with vendors, customers, and internal stakeholders.
• Experience using technology and AI tools to improve workflows, with an interest in supporting platform and software projects.
• Strong administration skills, with high attention to detail and accuracy in documentation, data and record keeping.

Our values:

At Explorate, we’re clear, curious, confident, supportive, and relentless in our pursuit of excellence. We look for those same qualities in the people we work with.

What we offer:

• Flexible hybrid work model based out of our Brisbane HQ or Melbourne office.
• Competitive base salary + super
• Weekly innovation sessions to learn, share and recharge
• Regular team events and shared wins
• A culture that celebrates impact, clarity and continuous improvement.

What matters to us:

• Having each other’s backs and doing what we say we’ll do
• Creating space for different perspectives and lived experiences
• Getting better every day – as individuals and as a team
• Taking responsibility for the impact we have, and making it a good one.

We know that diverse teams build better businesses, and we strongly encourage people from all backgrounds to apply. If you need any adjustments to participate in our recruitment process, reach out to us at [e-mail].