Customer Service Supervisor - Forwarding

PATH4 Group; Sydney; Hybrid; AUD 108,000 - 132,000; Full time

Benefits offered by this job

Hybrid work arrangements

Job summary

PATH4 Group in Alexandria, NSW is seeking an experienced Customer Service Supervisor to lead a small team within a global freight forwarding operation. You will provide day-to-day leadership, ensure high service levels and work closely with Operations, Sales and internal teams to deliver a seamless customer journey.

Ideal candidates bring 5–10 years in freight forwarding, strong customer service experience, leadership potential and a proactive, solutions-focused mindset.

Qualifications

• 5-10 years' Freight Forwarding experience.
• Strong customer service and customer-facing experience.
• Ability to step into leadership and develop management skills.
• Strong communication and relationship-building skills.
• Good commercial awareness with focus on service and profitability.

Responsibilities

• Lead, support and develop a small Customer Service team of 5–6.
• Manage customer relationships, escalations and service issues.
• Collaborate with Operations, Sales and internal teams for a smooth experience.
• Oversee shipment coordination and handovers.
• Assist with complex customer requirements.
• Identify process, service level and efficiency improvements.
• Support onboarding, reporting and quotations for customers.
• Apply operational knowledge to provide practical solutions.
• Contribute to overall team performance and development.

Skills

Customer service

Leadership experience

Relationship building

Operations knowledge

Communication skills

Job description

Customer Service Supervisor - Forwarding

Are you an experienced Client Services professional ready to take the next step in your career?

This is an opportunity to join a well-established global freight forwarding business in a Customer Service Supervisor role, leading a small team of approx. 5-6 people.

You don't necessarily need to have held a formal leadership title. We're looking for someone with strong customer service experience who has the ability, drive and aptitude and is ready to step up, take ownership and develop their leadership skills within a global organisation.

It's a great opportunity for an experienced Senior Customer Service professional who is ready to move beyond their current role and work towards a broader management position over the coming years.

The Role

You will provide day-to-day leadership and support to the team, ensuring customers receive a consistently high level of service while remaining closely involved with the operations hub.

Your responsibilities will include:

• Leading, supporting and developing a small Customer Service team
• Managing customer relationships and helping resolve escalations and service issues
• Working closely with Operations, Sales and internal teams to ensure a smooth customer experience
• Overseeing customer shipment coordination and ensuring effective handovers
• Supporting the team with more complex customer requirements
• Identifying opportunities to improve processes, service levels and efficiency
• Supporting customer onboarding, reporting and quotations
• Using your past operational knowledge and experience to provide practical solutions
• Contributing to the overall performance and development of the team

About You

We're looking for someone with 5-10 years' Freight Forwarding experience, coupled with strong customer service and customer-facing experience.

You don't necessarily need to have held a formal leadership title. You may be an experienced Senior Customer Service professional, Team Leader or customer centric operations expert who has reached the point where you're ready to take that next step.

You will ideally have:

• Solid customer service and customer-facing experience
• Strong operational knowledge of freight forwarding
• Some experience leading, mentoring or supporting others, or the capability and maturity to step into leadership
• Strong communication and relationship-building skills
• A solutions-focused approach to customer issues
• Good commercial awareness and an understanding of the importance of both service and profitability
• The confidence to make decisions and take ownership
• The ambition to continue developing towards a broader management role

Salary

Up to $120K + Super (flex pending experience)

Location

Alexandria

Hybrid work arrangements on offer

Additional information

• Build towards a broader management career
• Step into leadership role
• Lead a small, experienced customer service team