Freight Forwarding Customer Advocate

Visy Group; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Visy Group's Visy Logistics in Epping, Victoria, is seeking a seasoned Customer Service Representative to act as the primary contact for customers and coordinate service delivery across the freight forwarding process.

You will work with operations, sales, pricing and overseas offices to exceed expectations, manage shipments, onboarding, and inquiries, while maintaining data integrity and proactive communication.

Qualifications

• Previous experience in a customer service role within freight forwarding.
• Minimum 5 years' experience in the freight forwarding industry.
• Strong working knowledge of CargoWise.
• Understanding of international and domestic transport operations.
• Knowledge of customs clearance requirements and freight compliance.
• Excellent communication and relationship-building skills.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Act as the primary point of contact and customer advocate.
• Manage day-to-day customer service activities and expectations.
• Monitor shipments and proactively communicate updates and exceptions.
• Coordinate new customer onboarding and account setup.
• Manage customer queries, complaints and service issues.
• Support spot quote and pricing requests.
• Maintain customer data, reporting and system accuracy.
• Build strong relationships with customers and internal stakeholders.
• Utilise CargoWise to manage orders and customer requirements.
• Participate in continuous improvement initiatives and customer reviews.

Skills

Customer service

Freight forwarding

CargoWise

Relationship building

Communication

Tools

CargoWise

Job description

Visy Group's Visy Logistics in Epping, Victoria, is seeking a seasoned Customer Service Representative to act as the primary contact for customers and coordinate service delivery across the freight forwarding process.

You will work with operations, sales, pricing and overseas offices to exceed expectations, manage shipments, onboarding, and inquiries, while maintaining data integrity and proactive communication.