Ocean Freight Customer Service Representative

Toll Group; City of Melbourne; On-site; AUD 55,000 - 70,000; Full time

Job summary

Toll Group is seeking an Ocean Freight Customer Service Representative to act as the primary day-to-day interface between Toll Global Forwarding and customers. The role supports service delivery, KPI achievement, profitability, and compliance with Toll policies across multiple Australian bases including Melbourne.

The position emphasizes strong communication, coordination with internal teams, and a commitment to continuous improvement in shipment processing and client onboarding.

Qualifications

• Experience in global freight forwarding operations and/or customer service.
• Strong written and verbal communication with clients and internal teams.
• Ability to plan, prioritise and meet time-critical requirements.
• Experience maintaining shipment and cargo movement reports.

Responsibilities

• Manage client relationships and coordinate with internal/external teams to meet service expectations.
• Coordinate end-to-end shipment processing in line with client requirements and compliance.
• Monitor regulatory compliance including customs and safety requirements.
• Oversee shipping line issues, revenue leakage, and accounts receivable escalation as needed.
• Support client onboarding, SOP development, and cross-functional information management.
• Drive process improvements and maintain accurate billing notes and revenue records.

Skills

Global freight forwarding

Client communication

Planning and time management

Analytical skills

Reporting and data tracking

Job description

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post - www.tollgroup.com

Global Forwarding delivers cargo across our global network via road, rail, sea, and air. From loose cartons for consolidation and palletised cargo to moving dangerous goods and bulk commodities, we have the experience, the infrastructure, and the global network to get freight moving - across towns, across countries and across continents.

About the Role

We are seeking an Ocean Freight Customer Service Representative to join our team. In this role, you will act as the primary day‑to‑day interface between Toll Global Forwarding and our customers, ensuring seamless, professional service delivery. You will play a key part in meeting client and branch KPIs, managing expectations, and driving service excellence, while supporting profitability and innovation and ensuring full compliance with Toll policies and all legal requirements.

This position can be based in Adelaide, Brisbane, Sydney or Melbourne.

Key Responsibilities

• Manage client and stakeholder relationships, coordinating with internal and external teams to meet service expectations, provide timely updates, attend meetings, and deliver excellent customer service to support satisfaction and retention.
• Coordinate end‑to‑end shipment processing, ensuring timely and accurate execution that meets client requirements, Toll standards, legislative obligations, and cargo availability commitments.
• Ensure regulatory and compliance excellence, including adherence to ABF, AQIS, RACA, COR, quarantine directions, customs regulations, and broader safety and legal requirements.
• Oversee operational and financial controls, including monitoring shipping line issues (transhipment, detention, demurrage), minimizing revenue leakage and unrecoverable costs, and escalating accounts receivable matters as required.
• Support client onboarding and implementation, coordinating SOP development, client implementation plans, and information management requirements in collaboration with CRM and cross‑functional teams.
• Drive continuous improvement and accurate system management, identifying process efficiencies, reducing touchpoints, improving service flow, and maintaining accurate job notes and billing information to capture revenue.

Key Skills and Experience

• Strong experience in global freight forwarding (operations and/or customer service), with strong understanding of transport markets, freight forwarding requirements, and regulatory frameworks.
• Highly effective communicator able to engage with clients, vendors, suppliers, and internal leaders; demonstrates collaboration, teamwork, and negotiation capability.
• Methodical and structured approach to work, with strong planning and analytical skills and the ability to meet time‑critical requirements.
• Proven ability to prioritise resources and workload to align job processing with client expectations across daily, weekly, and monthly schedules.
• Experience maintaining reporting systems to track shipment volumes, transaction events, and cargo movement status accurately.
• Resilient and outcome‑focused, consistently working toward achieving operational, service, and client satisfaction objectives.

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry‑leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

To find out more about us visit www.careers.tollgroup.com