Customer Service Specialist- Freight Forwarding

GenFreight Global Logistics Pty; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

GenFreight Global Logistics in Melbourne (Tullamarine) is seeking a Customer Service Specialist for Freight Forwarding. You will own a client portfolio, quote and price services, and coordinate delivery with our Operations team to meet client expectations.

You’ll work with overseas agents and our Philippines team to ensure accurate records, invoicing and month-end tasks, while maintaining competitive margins and strong client relationships.

Qualifications

• Five years of international freight forwarding experience.
• Experience in customer service, quoting and pricing.
• CargoWise experience is essential.
• Strong communication and relationship-building skills.
• Commercial awareness including freight costs and margins.

Responsibilities

• Manage your client portfolio with shipping priorities and requirements.
• Prepare accurate quotes and proposals in CargoWise within agreed timeframes.
• Obtain competitive supplier and agent rates and maintain client pricing.
• Coordinate service delivery with Operations and monitor progress against expectations.
• Provide timely updates, investigate issues, and escalate when needed.
• Maintain records and contribute to invoicing and month-end tasks.
• Identify opportunities to improve service, retention and growth.

Skills

Customer service

Quoting & pricing

Communication

Relationship building

Commercial awareness

Problem solving

Tools

CargoWise

Job description

Customer Service Specialist- Freight Forwarding

Customer Service Specialist – Freight Forwarding

GenFreight Global Logistics
Tullamarine, Melbourne VIC | Full-time

Own your client relationships. Put your freight and pricing expertise to work.

You know freight forwarding. You enjoy building relationships, preparing competitive quotes and solving problems. Now you’re looking for a role where your experience, judgement and ideas can make a difference.

Join GenFreight and take ownership of a client portfolio, with direct access to leadership and close collaboration with our Operations team.

About GenFreight

Founded in 2013, GenFreight Global Logistics provides international and domestic freight, customs clearance and supply-chain solutions, with offices in Brisbane and Melbourne.

Our Mission is Find A Way. Our Vision is Create Freedom, for our clients, our people and our business.

We put this into practice by understanding our clients’ needs, communicating proactively and providing workable options when plans change.

The opportunity

Based in our Tullamarine office, you’ll own the client relationship, quoting, pricing and service coordination for your allocated portfolio.

Our Operations team in the Philippines manages shipment processing and execution. You’ll work closely with them to communicate client requirements, coordinate priorities and follow through on service outcomes.

You’ll also work with overseas agents and suppliers, maintain accurate commercial records and contribute to invoicing and month-end requirements.

Your focus: informed clients, commercially sound quotes, clear handovers and commitments delivered.

What you’ll do

• Manage your client portfolio: Understand each client’s business, shipping priorities and upcoming requirements.
• Quote and follow up: Prepare accurate quotes and proposals in CargoWise within agreed timeframes, then follow up to secure bookings.
• Manage pricing: Obtain competitive supplier and agent rates, maintain assigned tariffs and client pricing, and protect margins.
• Coordinate service delivery: Communicate booking, order and cross-trade requirements to Operations and monitor progress against client expectations.
• Keep clients informed: Provide timely updates, investigate issues and recommend practical options, escalating early when support is needed.
• Maintain accurate records: Keep CargoWise communications, documentation and task lists current, following SOPs and compliance requirements.
• Support financial accuracy: Prepare client invoices, check vendor invoices for approval and complete assigned WIP, accrual and month-end tasks.
• Strengthen relationships: Identify additional client needs and opportunities to improve service, retention and business growth.

What you’ll bring

• At least five years’ international freight forwarding experience, with a sound understanding of air and sea freight.
• Experience in customer service, quoting and pricing.
• CargoWise experience essential.
• Commercial awareness, including freight costs, margins and service options.
• Strong communication and relationship-building skills.
• Accuracy, organisation and the ability to manage competing priorities.
• Initiative to investigate problems, recommend solutions and follow through.
• A willingness to learn, share knowledge and contribute to the team.

You’ll enjoy this role if you take pride in delivering good service and want to understand the client’s business beyond the shipment in front of you.

Why join GenFreight?

• Ownership and autonomy: Manage your portfolio and use your experience to influence client outcomes.
• Direct access to leadership: Work closely with our General Manager and Founder and Managing Director.
• Connected teamwork: Collaborate with Operations, colleagues and overseas partners to deliver for clients.
• Commercial development: Build your capability in pricing, client retention and account development.
• A voice in improvement: Contribute ideas that improve our processes and the client experience.

Our four Standards guide our everyday decisions:

• Accountability — Own It: Take responsibility and follow through.
• Excellence — Raise the Standard: Deliver accurate work and keep improving.
• Integrity — Do What’s Right: Be honest, transparent and commercially responsible.
• Collaboration — One Team: Share information and help others succeed.

Ready to Find A Way?

Shortlisted candidates will meet with our General Manager and Managing Director.

Australian citizenship is required for this position.