Global Freight Forwarding Customer Success Specialist

Nippon Express; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Nippon Express in Sydney, Australia is seeking a Customer Service Specialist to act as a solutions-focused liaison between Nippon Express and our customers, delivering outstanding service and fostering long-term relationships. The role requires hands-on Freight Forwarding Operations experience and a proactive approach to resolving issues across the end-to-end supply chain.

You will coordinate with internal teams crossing Air, Ocean, Customs, Warehouse and Transport to meet client SLAs,

Qualifications

• Freight Forwarding Operations experience is required.

Responsibilities

• Deliver superior customer service through quick issues resolution and proactive management of supply chain issues and resolutions.
• Communicate with customers at all levels, appropriately and professionally, building close working relationships with key customers via service levels.
• Act as the primary contact for assigned clients, ensuring timely, professional, and culturally appropriate communication.
• Build and maintain strong, long-term relationships with client stakeholders across local operations and overseas headquarters.
• Oversee and coordinate the entire end-to-end supply chain process: from international cargo booking, customs brokerage clearance, to warehouse storage/inventory management and final-mile delivery.
• Collaborate with internal teams (Air, Ocean, Customs, Warehouse, and Transport) to meet client SLAs and KPIs.
• Proactively monitor shipments and logistics flows to identify, isolate, and resolve any bottlenecks, delays, or disruptions before they impact the client.
• Lead the investigation of service issues, provide structured troubleshooting, and communicate transparent, timely solutions to clients.
• Identify opportunities for cross-selling and up-selling logistics and warehousing services and provide leads to sales team.

Job description

Nippon Express in Sydney, Australia is seeking a Customer Service Specialist to act as a solutions-focused liaison between Nippon Express and our customers, delivering outstanding service and fostering long-term relationships. The role requires hands-on Freight Forwarding Operations experience and a proactive approach to resolving issues across the end-to-end supply chain.

You will coordinate with internal teams crossing Air, Ocean, Customs, Warehouse and Transport to meet client SLAs,