Intermodal Freight Customer Service Specialist

Pacific National; Brisbane; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Paid parental leave

Novated leasing

Fitness Passport

Purchase leave program

Employee Assistance Program

Job summary

Pacific National in Brisbane is seeking a Customer Service Officer to join the Intermodal team at Brisbane Freight Terminal in Acacia Ridge. You will provide exceptional customer service and operational support to ensure freight bookings, inquiries and terminal activities are managed safely and efficiently.

Reporting to the Team Leader, you will coordinate movements across a rotating roster, liaise with customers and drivers, and help resolve issues to deliver a reliable customer experience

Qualifications

• Experience in customer service or operational administration within a fast-paced environment.
• Experience in transport, logistics, freight or supply chain is highly regarded but not essential.
• Strong communication and relationship-building skills with customers and operational teams.
• Excellent problem-solving and decision-making skills, including prioritising competing demands.

Responsibilities

• Managing customer freight bookings, amendments and cancellations to meet operational requirements.
• Liaising with customers, truck drivers, Fleet Controllers and terminal operations teams to coordinate freight movements and resolve issues.
• Prioritising freight requirements and managing booking exceptions to maximise service utilisation.
• Responding to customer enquiries about freight movements, schedules, rates, policies and services.
• Investigating and resolving gate exceptions, booking discrepancies and truck and trailer weight issues using transport management systems.
• Managing customer complaints and service issues, ensuring timely resolution and identifying opportunities for continuous improvement.
• Working collaboratively across day and afternoon operations while confidently managing tasks independently when required.

Skills

Customer service

Communication

Problem solving

Prioritisation

Autonomy

Teamwork

Logistics knowledge

Tools

Transport management systems

Job description

Pacific National in Brisbane is seeking a Customer Service Officer to join the Intermodal team at Brisbane Freight Terminal in Acacia Ridge. You will provide exceptional customer service and operational support to ensure freight bookings, inquiries and terminal activities are managed safely and efficiently.

Reporting to the Team Leader, you will coordinate movements across a rotating roster, liaise with customers and drivers, and help resolve issues to deliver a reliable customer experience