Customer Success - Freight Forwarding

Ligentia Group; City of Melbourne; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid work model

One day WFH per week

Onsite parking

Bonus opportunity

Career progression

Job summary

Ligentia Group in Melbourne is seeking an experienced Customer Success professional to join our dynamic team, delivering world-class service to customers in freight forwarding and end-to-end supply chain management. Reporting to the Head of Customer Success, you will resolve queries within SLAs, manage bookings and orders, and collaborate with global teams.

The role requires CargoWise experience, 3+ years in a CS/AM role, strong communication skills, and the ability to multitask in a hybrid work

Qualifications

• Minimum 3 years’ experience in a Customer Success/Account Manager role within freight forwarding.
• CargoWise experience is required.
• Strong customer service via email and phone.
• Moderate Excel skills are advantageous.

Responsibilities

• Resolve customer queries within defined SLAs.
• Collaborate with global Customer Success teams to resolve problems.
• Manage customer expectations.
• Purchase order management.
• Respond to bookings, orders, status updates, tracking, billing and transport inquiries.
• Liaise with overseas agents for booking controls.
• Prepare and manage reports.

Skills

CargoWise experience

Freight forwarding knowledge

Customer success

Communication skills

Excel skills

Relationship management

Multi-tasking

Job description

Ligentia (Member of the ASYAD Group) is a leading global supply chain technology and services provider.With expert teams and clever technology, we support customers across sectors including retail, consumer goods brands, automotive and healthcare – solving problems and making sure their goods arrive on-time and in-full, reliably, efficiently, cost-effectively and increasingly,sustainably.

The Role:

Are you looking to take your freight forwarding skills to the next level and embark on an exciting career journey? We are currently looking for a passionate, experienced and dynamic team player to join our Customer Success team!

Reporting to the Head of Customer Success, you will be part of a team that’s committed to delivering world-class customer service and driving excellence through collaboration. Using our Customer Success technology and Ligentia systems, you’ll create a seamless experience for our valued customers.

Key Responsibilities:

• Resolve customer queries within defined Service Level Agreements (SLA’s)
• Work with global Customer Success teams to resolve problems
• Manage customer expectations
• Purchase order management
• Respond to customer enquiries regarding bookings, new orders, status updates, tracking, billing and transport
• Liaise with overseas agents for booking controls
• Preparation and management of reports

Skills and Experience:

• CargoWise experience is a must
• Knowledge of freight forwarding(end-to-end supply chain)
• Minimum 3 years’ experience in a Customer Success/Account Manager role within freight forwarding is highly regarded
• Customer service skills and customer management skills through email and phone
• Moderate excel skills an advantage
• Talent for simultaneously managing numerous relationships
• Ability to manage multiple issues simultaneously, prioritise and resolve issues within defined SLA’s

Why Join Us:

• We offer a hybrid work model with one day per week working from home and open to discussing additional flexibility
• Generous salary package plus bonus opportunity
• Career progression opportunities
• Onsite parking
• Join a well-established organisation which promotes a culture of professional and personal development