Customer Service Representative

Röhlig Logistics GmbH; Sydney; Hybrid; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Paid birthday leave

Discretionary bonus scheme

Career development opportunities

Long-term career planning

Job summary

Röhlig Logistics GmbH in Sydney (Moorebank) is seeking an experienced Customer Service Representative to manage designated accounts and coordinate import shipments. You will liaise with overseas offices, provide timely updates to clients and operations, and support sales with quotes and rate maintenance.

The role offers a mix of office and home working, opportunities to develop within a global logistics group, and a discretionary bonus scheme. Training and career planning are provided.

Qualifications

• Experience within freight forwarding and excellent client-facing communication.
• Proficient in CW1 or similar freight forwarding systems.
• Strong interpersonal skills with ability to build and maintain client relationships.

Responsibilities

• Monitor and act on service requirements for designated accounts.
• Coordinate import shipments with overseas offices.
• Provide timely information to clients and operations about orders.

Skills

Freight forwarding

CW1 (CargoWise)

Customer service

Tools

CW1 (CargoWise)

Job description

For more than 170 years, Röhlig has mastered the growing complexity of global freight forwarding. By combining the professional competence of a large enterprise with a family-owned company’s virtues and values, we have successfully asserted ourselves on the logistics market. Based on our global network, we create tailor-made solutions to improve our clients’ logistics processes.

We currently have a vacancy for an experienced freight forwarding Customer Service Representative to join our Sydney office based in Moorebank

Responsibilities

• Monitor and action service requirements for designated accounts, ensuring responses are made to their needs
• Initiate communication with overseas offices to coordinate import shipments
• Ensure follow up and providing timely information, primarily to the clients but also to operations/cartage regarding the status of clients’ orders
• Liaise with Import Air, Import Sea & Compliance staff to ensure speedy delivery of shipments
• Register and invoice cross trade shipments, report and address expired rates in conjunction with the sales team and ensuring expired rates are updated within 2 working days
• Prepare quotes, maintain client rates, update cost and sell rates for the Branch
• Monitor client debtors inclusive of COD clients and client credit limits
• Prospect for new business within own portfolio, follow up and distribute sales leads
• Update Customer SOP’s and call reporting activities in CW1 organizations in accordance to set KPI’s
• Visit clients’ premise in conjunction with Management and Sales where applicable.
• Provide status/monthly statistical reports to key stakeholders
• Deal with complaints professionally to maintain good relations and ensuring complaints are recorded for analysis and preventative action within CW1 organization
• Promote and recommend Online Manager/Röhlig Real Time to clients

Requirements

• Thorough understanding and experience within freight forwarding
• Experience with CargoWise (CW1) or similar freight forwarding systems highly regarded
• Good communication and interpersonal skills with the ability to communicate effectively both verbally and in writing
• Customer service driven attitude with the ability build and maintain relationships and find efficient solutions
• Ability to understand and improve processes and IT system settings in order to understand and map complex customer requirements
• Highly motivated, proactive attitude, taking preventive actions with the goal of customer retention
• Innovative, demonstrate initiative, and be highly adaptive to the changing environment
• Co-operative working style, informing internal stakeholders/departments pro-actively
• Time management and prioritisation skills

What you can expect

An autonomous and supportive environment with flexible arrangements available for a mix of office and home working. In Australia, our team of experts provides its services from 6 locations. Working at Röhlig means to live internationally, every day staff members around the world cooperate on developing logistics solutions for their customers. Smart minds with drive encounter numerous opportunities to play a vital role in this process. Flat hierarchies, a pleasant and friendly work environment, paid birthday leave, discretionary bonus scheme, considerable opportunities for personal development and long-term career planning provide the basis for your success.