Logistics Account Specialist, Customer Success

Explorate; Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible hybrid work model

Competitive base salary + super

Weekly innovation sessions

Regular team events

Culture of continuous improvement

Job summary

Explorate is hiring a Customer Service Representative to support enterprise accounts and manage a portfolio of growth opportunities. You will partner with Key Account Managers, onboard new clients, and ensure excellent service delivery across物流 and tech-enabled solutions.

Based in Melbourne or Brisbane, this hybrid role offers collaboration across Operations, Product, and Development teams, with a focus on delivering customer value, reporting, and continuous improvement.

Qualifications

• 3+ years in international freight forwarding/logistics with exposure to operations or commercial functions
• Experience supporting or managing customer accounts, with a track record of resolving issues
• Commercial and financial acumen, with ability to identify growth opportunities and understand customer revenue drivers
• Ability to prioritize across multiple accounts and deadlines, working independently and in a team
• Ability to negotiate and build rapport with vendors, customers, and internal stakeholders
• Experience using technology and AI tools to improve workflows, with interest in platform/software projects
• Strong administration skills with high attention to detail and accuracy in documentation

Responsibilities

• Partner with Key Account Managers to provide day-to-day operational support for enterprise accounts, acting as a first contact for booking queries
• Support customer onboarding by gathering requirements to establish clear execution instructions
• Prepare account reporting and data to support monthly/quarterly reviews and customer meetings
• Escalate complex or high-risk issues to the Key Account Manager and track to resolution
• Share account insights, risks and opportunities with Key Account Managers
• Manage portfolio of smaller, high-growth opportunity accounts and identify growth opportunities
• Nurture portfolio accounts to align with targets and maintain regular customer touchpoints
• Quantify and demonstrate value delivered to clients during touchpoints
• Assist with testing and onboarding of new platform features, including user training
• Provide customer requirements and use cases to support platform/AI projects
• Respond to inquiries the same day and meet service levels
• Maintain accurate records of customer interactions and agreements
• Negotiate with vendors and internal teams to meet customer requirements

Skills

Customer accounts

Negotiation

AI tools

Operations

Logistics

Communication

Attention to detail

Job description

Explorate is hiring a Customer Service Representative to support enterprise accounts and manage a portfolio of growth opportunities. You will partner with Key Account Managers, onboard new clients, and ensure excellent service delivery across物流 and tech-enabled solutions.

Based in Melbourne or Brisbane, this hybrid role offers collaboration across Operations, Product, and Development teams, with a focus on delivering customer value, reporting, and continuous improvement.