Ocean Freight Customer Service Representative

Toll Group; City of Melbourne; On-site; AUD 60,000 - 90,000; Full time

Job summary

Toll Group in Melbourne, VIC is seeking an Ocean Freight Customer Service Representative to act as the primary day‑to‑day interface between Toll Global Forwarding and customers, ensuring seamless service and KPI delivery. The role supports profitability, compliance, and innovation while coordinating with cross‑functional teams across Australia.

The position can be based in Adelaide, Brisbane, Sydney or Melbourne, offering exposure to end‑to‑end shipment processing and strong client relationships

Qualifications

• Strong experience in global freight forwarding (operations and/or customer service).
• Highly effective communicator able to engage with clients, vendors, internal leaders; collaboration and negotiation.
• Methodical and structured approach with planning and analytical skills; meeting time‑critical requirements.
• Able to prioritise resources and workload to align processing with client expectations across schedules.
• Experience maintaining reporting systems to track shipment volumes, events, and movement status.

Responsibilities

• Manage client and stakeholder relationships, coordinating with internal and external teams to meet service expectations and deliver excellent customer service.
• Coordinate end‑to‑end shipment processing ensuring timely and accurate execution that meets client requirements and Toll standards.
• Ensure regulatory and compliance excellence including ABF, AQIS, RACA, COR, quarantine directions and customs regulations.
• Oversee operational and financial controls, monitor shipping line issues, minimize revenue leakage and escalate AR matters as required.
• Support client onboarding and implementation, coordinating SOP development and information management with CRM and cross‑functional teams.
• Drive continuous improvement and accurate system management, identifying process efficiencies and maintaining billing information to capture revenue.

Skills

Global freight forwarding experience

Strong communicator

Planning and analytical skills

Prioritising resources

Reporting systems familiarity

Resilient and outcome-focused

Job description

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

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

Ocean Freight Customer Service Representative • Melbourne, VIC, AU