Customer Service Team Leader – Rail Freight Operations

Pacific National; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Paid parental leave

Novated leasing

Fitness Passport

Purchase leave program

Employee Assistance Program

Job summary

Pacific National, Australia’s largest private rail freight operator, invites a Customer Service Team Leader to join the Intermodal team at Sydney Freight Terminal, Chullora. You will lead a state-based team delivering exceptional customer service and operational support.

You’ll oversee bookings, amendments, cancellations, PUD services, and coordinate with Operations, Planning and Commercial teams to resolve issues and drive continuous improvement in a fast-paced environment.

Qualifications

• 3–5 years in customer service or operational coordination.
• Demonstrated leadership coaching and team development experience.
• Excellent communication and stakeholder management skills.
• Experience with CRM, TMS and freight management systems.
• Rail, intermodal or heavy freight operations experience preferred.

Responsibilities

• Lead and develop a team of Customer Service Officers to deliver exceptional service.
• Oversee bookings, amendments, cancellations, standby bookings and quotations.
• Coordinate PUD services and equipment availability with transport providers.
• Manage escalations and service disruptions with timely, clear communication.
• Collaborate with Operations, Planning, Intermodal Service Delivery, Customer Service and Commercial teams.

Skills

Leadership

Customer service

Operational coordination

Communication

Problem solving

Tools

CRM

TMS

Freight management systems

Job description

Pacific National, Australia’s largest private rail freight operator, invites a Customer Service Team Leader to join the Intermodal team at Sydney Freight Terminal, Chullora. You will lead a state-based team delivering exceptional customer service and operational support.

You’ll oversee bookings, amendments, cancellations, PUD services, and coordinate with Operations, Planning and Commercial teams to resolve issues and drive continuous improvement in a fast-paced environment.