Logistics Customer Success Coordinator

Strait-Link-Shipping-Pty-Ltd; Launceston; On-site; AUD 65,000 - 90,000; Full time

Job summary

Strait Link in Launceston, Tasmania is seeking a Service Excellence Coordinator to connect customers with the teams moving their freight, track shipments and resolve delays. You’ll manage enquiries across channels, provide timely updates and help identify improvements from customer feedback and reports.

You’ll build trusted relationships, coordinate with internal teams and subcontractors, and contribute to service improvements in a fast-paced logistics operation.

Qualifications

• Customer service experience in logistics, freight, transport or supply chain.
• Strong customer relationship and stakeholder management skills.
• Experience resolving escalations and complaints.
• Analytical and service reporting capability.
• Clear written and verbal communication.
• Strong organisation and attention to detail.
• Confidence using Microsoft Outlook and Excel.
• The ability to work effectively in a fast-moving environment.
• Three or more years of industry experience will be highly regarded but is not essential.
• Knowledge of DIFOT reporting, freight management systems or relevant qualifications in business, logistics or customer service would also be valuable.

Responsibilities

• Managing enquiries across phone, email and online channels.
• Tracking shipments, delivery times and proof of delivery.
• Communicating delays and service issues early.
• Resolving concerns, complaints and escalations.
• Investigating and processing customer claims.
• Supporting key accounts and customers requiring additional care.
• Preparing customer and DIFOT reports.
• Coordinating with internal teams and subcontractors.
• Contributing to service improvement initiatives.

Skills

Customer service experience

Stakeholder management

Escalations handling

Analytical and reporting

Clear communication

Organisation & attention to detail

Outlook & Excel

Fast-moving environment

Education

Business, logistics or customer service qualification

Tools

DIFOT reporting

Freight management systems

Job description

Strait Link in Launceston, Tasmania is seeking a Service Excellence Coordinator to connect customers with the teams moving their freight, track shipments and resolve delays. You’ll manage enquiries across channels, provide timely updates and help identify improvements from customer feedback and reports.

You’ll build trusted relationships, coordinate with internal teams and subcontractors, and contribute to service improvements in a fast-paced logistics operation.