Franchise Support Specialist – Freight Ops & Solutions

Pace Appointments Pty; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Pace Appointments QLD is partnering with an established global freight and logistics franchise organisation to hire a highly customer-focused Franchise Support Officer in Brisbane CBD. You will support a national network of franchise owners with shipments, carrier services, billing, credits and freight platforms, handling calls and tickets in a busy environment.

Join a team that investigates issues, liaises with carriers and internal departments, and drives resolution from intake to closure,

Qualifications

• Experience in a fast-paced call centre, contact centre, customer service or operations support environment.
• Strong customer focus and commitment to achieving positive outcomes.
• Confidence communicating with different stakeholders, including business owners.
• Strong problem-solving skills and the ability to investigate issues independently.
• Experience managing multiple enquiries, priorities and deadlines.
• Confidence learning new systems and explaining processes to others.
• Strong written and verbal communication skills.

Responsibilities

• Manage inbound calls and day-to-day enquiries from franchisees.
• Provide support across freight operations, carriers, billing, credits, customer matters and system queries.
• Log, prioritise and manage support tickets through Zendesk.
• Investigate issues and take ownership of enquiries through to resolution.
• Provide clear, step-by-step guidance over the phone and in person.
• Liaise with carrier partners, internal departments and global teams.
• Communicate service updates and operational process changes across the network.
• Maintain accurate carrier, service provider and process information.
• Assist with Jira-based operational tasks and carrier integration projects.
• Prepare and interpret reports to support operational decision-making.

Skills

Customer service

Problem solving

Communication

Time management

Attention to detail

Collaborative

Tools

Zendesk

Jira

MachShip

Excel

Job description

Pace Appointments QLD is partnering with an established global freight and logistics franchise organisation to hire a highly customer-focused Franchise Support Officer in Brisbane CBD. You will support a national network of franchise owners with shipments, carrier services, billing, credits and freight platforms, handling calls and tickets in a busy environment.

Join a team that investigates issues, liaises with carriers and internal departments, and drives resolution from intake to closure,