Customer Service Supervisor / Team Leader – Freight Forwarding

One Circle Logistics; City of Melbourne; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive remuneration

Career progression

Training & development

Flexible work options

Job summary

One Circle Logistics in Ravenhall, VIC, is seeking a Customer Service Supervisor/Team Leader – Freight Forwarding to guide and grow a dedicated team while ensuring exceptional customer satisfaction in every shipment.

You will bridge customers with internal logistics, oversee SLAs, coordinate with warehouses and partners, and drive continuous improvement across the customer service function. This full-time role offers opportunities for career progression and development.

Qualifications

• Experience in supervising customer service teams in freight/logistics.
• Strong communication and conflict-resolution skills.
• Ability to train and mentor staff.

Responsibilities

• Supervise, train and mentor the customer service team to foster excellence.
• Manage inquiries and complaints with prompt, professional resolution.
• Monitor SLAs with freight customers and report on metrics.
• Coordinate with warehouse, dispatch and logistics for updates.
• Prepare regular reports on performance and process improvements.
• Handle escalated issues to maintain relationships.
• Develop and implement customer service policies to improve efficiency.
• Manage schedules and workload distribution.

Skills

Customer service leadership

Freight forwarding knowledge

CRM software

Stakeholder management

Education

Bachelor's degree in Business/Logistics

Tools

TMS software

ERP systems

Microsoft Excel

Job description

One Circle Logistics is seeking a Customer Service Supervisor/Team Leader – Freight Forwarding to join our dynamic team in Ravenhall, VIC. This is a full-time position that plays a critical role in maintaining exceptional customer satisfaction whilst leading and developing our customer service team. As a key member of our freight forwarding operations, you will bridge the gap between our customers and internal logistics teams, ensuring seamless communication and timely resolution of customer inquiries. This role is essential to our company's mission of delivering reliable, efficient freight forwarding solutions to our clients.

Key responsibilities

Supervise, train and mentor the customer service team, fostering a culture of excellence and continuous improvement

Manage customer inquiries and complaints, ensuring prompt and professional resolution in alignment with company standards

Monitor and maintain service level agreements (SLAs) with freight customers, tracking performance metrics and reporting on key indicators

Coordinate with warehouse, dispatch and logistics teams to ensure accurate and timely updates on shipments and cargo movements

Prepare and present regular reports on customer service performance, identifying trends and recommending process improvements

Handle escalated customer issues with professionalism and authority to resolve disputes and maintain long-term relationships

Develop and implement customer service policies and procedures that enhance operational efficiency

Manage schedules and workload distribution across the customer service team to meet operational demands

Liaise with freight forwarding partners, customs brokers and transportation providers to expedite shipment processing

Maintain accurate documentation and records of customer interactions and freight transactions

What we're looking for

Proven experience in customer service supervisory, team leader roles or ready to take the next step, within freight forwarding and logistics industry -

Strong knowledge of freight forwarding operations, including import/export procedures, customs documentation and cargo handling

Excellent communication and interpersonal skills with the ability to manage difficult customer situations professionally

Demonstrated leadership capabilities with experience in training, coaching and motivating team members

Proficiency in logistics management systems and customer relationship management (CRM) software

Ability to multitask and prioritise workload effectively in a fast-paced environment

Strong organisational skills with meticulous attention to detail in documentation and reporting

Problem-solving mindset with the ability to think creatively and implement practical solutions

Knowledge of relevant freight forwarding regulations, including IATA, IMCO and customs regulations (preferred)

Tertiary qualification in business, logistics or a related field (preferred but not essential if equivalent experience is demonstrated)

What we offer

One Circle Logistics is committed to supporting the professional development and wellbeing of our team members. We offer competitive remuneration, opportunities for career progression within our growing organisation and a supportive work environment where your contributions are valued. We provide comprehensive training and development programmed to enhance your skills and knowledge in the freight forwarding industry. Our team enjoys a collaborative culture where innovation and continuous improvement are encouraged. We believe in maintaining a healthy work-life balance and offer flexibility where possible to support our employees' needs.

About us

One Circle Logistics is a leading freight forwarding company dedicated to providing reliable, cost-effective and innovative logistics solutions across Australia and internationally. We specialise in moving cargo with speed, precision and care working with businesses of all sizes to meet their shipping and freight requirements. Our team is built on values of integrity, customer focus and operational excellence. We pride ourselves on our strong relationships with customers, partners and suppliers, and our commitment to delivering exceptional service in every shipment we handle. Based in Ravenhall, VIC, we continue to expand our capabilities and market presence, making us an exciting place to build a rewarding career in the logistics industry.