Customer Service Representive

Visy Group; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Visy Group's Visy Logistics in Epping, Victoria, is seeking a seasoned Customer Service Representative to act as the primary contact for customers and coordinate service delivery across the freight forwarding process.

You will work with operations, sales, pricing and overseas offices to exceed expectations, manage shipments, onboarding, and inquiries, while maintaining data integrity and proactive communication.

Qualifications

• Previous experience in a customer service role within freight forwarding.
• Minimum 5 years' experience in the freight forwarding industry.
• Strong working knowledge of CargoWise.
• Understanding of international and domestic transport operations.
• Knowledge of customs clearance requirements and freight compliance.
• Excellent communication and relationship-building skills.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Act as the primary point of contact and customer advocate.
• Manage day-to-day customer service activities and expectations.
• Monitor shipments and proactively communicate updates and exceptions.
• Coordinate new customer onboarding and account setup.
• Manage customer queries, complaints and service issues.
• Support spot quote and pricing requests.
• Maintain customer data, reporting and system accuracy.
• Build strong relationships with customers and internal stakeholders.
• Utilise CargoWise to manage orders and customer requirements.
• Participate in continuous improvement initiatives and customer reviews.

Skills

Customer service

Freight forwarding

CargoWise

Relationship building

Communication

Tools

CargoWise

Job description

Customer Service Representative | Epping

At Visy Global Forwarding, we keep supply chains moving by delivering tailored freight and logistics solutions for our customers. As part of the broader Visy group, you'll be joining an organisation with a long-standing commitment to innovation, customer service, and sustainability.

We're looking for an experienced Customer Service Representative to act as the key point of contact for customers, ensuring exceptional service delivery and proactive communication across all stages of the freight forwarding process

About the Role

Reporting to the Customer Service Manager, you will be responsible for managing customer relationships, coordinating service delivery, resolving queries, and supporting onboarding and ongoing logistics requirements. You will work closely with operations, sales, pricing and overseas offices to ensure customer expectations are consistently exceeded

Key Responsibilities

• Act as the primary point of contact and customer advocate.
• Manage day-to-day customer service activities and expectations.
• Monitor shipments and proactively communicate updates and exceptions.
• Coordinate new customer onboarding and account setup.
• Manage customer queries, complaints and service issues.
• Support spot quote and pricing requests.
• Maintain customer data, reporting and system accuracy.
• Build strong relationships with customers and internal stakeholders.
• Utilise CargoWise to manage orders and customer requirements.
• Participate in continuous improvement initiatives and customer reviews.

What You'll Bring

• Previous experience in a customer service role within freight forwarding.
• Minimum 5 years' experience in the freight forwarding industry.
• Strong working knowledge of CargoWise.
• Understanding of international and domestic transport operations.
• Knowledge of customs clearance requirements and freight compliance.
• Excellent communication and relationship-building skills.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.

This is an excellent opportunity to make a significant impact in a dynamic logistics operation while contributing to a strong safety and performance culture. If you're a team player and a proactive problem-solver who is passionate about delivering exceptional customer service, resolving challenges, and going above and beyond to exceed customer expectations, we'd love to hear from you.

About Visy Logistics:

At Visy Logistics, we don't just move freight - we move industries forward.

As part of one of Australia's most sustainable and innovative businesses, we provide our people with the stability of a major employer and the opportunity to make a real impact every day. Offering a range of logistics services from warehousing, contract logistics, linehaul, intermodal transport, global freight forwarding and bulk logistics, we do logistics differently. Join a team that delivers reliable, safe and efficient transport solutions - backed by a national network and a strong commitment to our customers, communities and the planet.

You will be required to meet Visy's employment criteria which will include a criminal history
check and pre-employment medical (including drug & alcohol testing).