Freight Investigator

Global Express; Melbourne; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Flexible work from home

Career development

Competitive salary

Parental leave

Employee perks

Job summary

Team Global Express in Melbourne Airport is seeking a Freight Investigator to join our Operations team. You will locate and investigate freight discrepancies, resolve customer enquiries, and ensure issues are addressed efficiently.

You will use Salesforce to track enquiries, collaborate with multiple depots, and contribute to process improvements to prevent recurring issues. The role requires strong communication and a proactive, customer-centric approach.

Qualifications

• Experience in a customer-facing role or logistics environment.
• Strong written and verbal communication skills.
• Ability to perform in a time-sensitive environment.

Responsibilities

• Locate freight and resolve customer enquiries.
• Manage Salesforce activities with accurate updates.
• Investigate issues involving re-delivery, re-direction, damaged or unidentified freight.
• Collaborate with depots and internal teams to resolve issues.
• Maintain scanning compliance and ensure freight is processed efficiently.
• Provide excellent customer service with empathy and urgency.
• Identify opportunities for process improvement.

Skills

Excel proficiency

Freight systems literacy

Customer service orientation

Tools

Salesforce

Job description

Are you passionate about delivering exceptional customer experiences and solving complex problems? Team Global Express is seeking a Freight Investigator to join our Operations team at our Melbourne Airport location and play a vital role in investigating freight issues and ensuring customer enquiries are resolved promptly.

About the Role

As a Freight Investigator, you will be responsible for locating and investigating freight discrepancies, resolving customer enquiries, and ensuring freight issues are addressed efficiently. You will work closely with internal stakeholders, utilise Salesforce to track and update enquiries, and contribute to process improvements to prevent recurring issues.

Key Responsibilities

• Conduct physical depot searches to locate freight and resolve customer enquiries.
• Manage Salesforce activities, ensuring accurate updates and timely resolution.
• Investigate issues involving re-delivery, re-direction, damaged freight, unidentified freight, and customer depot collections.
• Collaborate with other depots and internal teams to investigate and resolve freight issues.
• Maintain scanning compliance and ensure freight is processed efficiently.
• Provide excellent customer service, demonstrating empathy and urgency in resolving enquiries.
• Identify opportunities for process improvement and contribute to a culture of continuous improvement.

What We’re Looking For

• Technical Skills: Good computer literacy, proficiency in Microsoft Excel, and the ability to learn and navigate freight management, tracking and customer relationship systems. An understanding of freight processes and delivery operations is highly regarded.
• Business Skills: Strong organizational skills, ability to work in a time-sensitive environment, and knowledge of freight flow and depot operations.
• Human Relations Skills: Excellent communication skills, customer-central mindset, ability to build effective relationships, and resolve conflicts quickly.
• Experience: Previous experience in a customer-facing role, logistics environment, or depot operations is highly desirable.

About Team Global Express

Team Global Express (TGE) is an Australian-owned transport and logistics business delivering to Australia and New Zealand. We’re not only transforming our operations but striving towards changing the logistics industry and becoming an Environmental, Social, and Governance leader by 2030. To learn more about our story, visit https://teamglobalexp.com/.

Why TGE

We care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.

What we offer

Competitive salary above industry standards

Upskilling, training, mentoring and more to support your career development journey

Fun and practical employee perks and discounts

Flexible work, including work from home

Inclusive parental leave policy that supports all parents & carers

Peer recognition awards acknowledge when you go above and beyond.

An inclusive workplace, works for everyone

We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Māori, as tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.

Our recruitment process

Applying for a job starts with an online application form, from there you may be invited to complete an online assessment followed by a virtual or in person interview. The last step is undergoing pre-employment checks, which includes a criminal history check and a medical assessment including fitness to work and drug & alcohol screening.

Other things to note

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.

During the recruitment process, please keep an eye on your junk emails and spam folders for updates.