Ocean Freight Customer Success Specialist

Toll Group; Adelaide; On-site; AUD 60,000 - 85,000; 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. You will ensure seamless service delivery, meet KPIs, manage expectations, and support profitability and compliance across multiple Australian cities.

This role supports client onboarding, end-to-end shipment processing, and cross‑functional collaboration to drive service excellence and revenue capture.

Qualifications

• Experience in global freight forwarding (operations and/or customer service).
• Strong communication with clients, vendors, suppliers and internal teams.
• Methodical planning and analytical approach to meet time-critical requirements.
• Experience maintaining reporting systems to track shipment volumes and events.

Responsibilities

• Manage client and stakeholder relationships, coordinating with internal and external teams to meet service expectations and provide timely updates.
• Coordinate end-to-end shipment processing, ensuring accurate execution that meets client requirements and regulatory obligations.
• Ensure regulatory and compliance excellence, including adherence to ABF, AQIS, RACA, COR, and customs regulations.
• Oversee operational and financial controls, monitoring issues and escalating accounts receivable as required.
• Support client onboarding and implementation, coordinating SOPs and information management with cross-functional teams.
• Drive continuous improvement and accurate system management, identifying process efficiencies and maintaining billing information.

Skills

Global freight forwarding

Client communication

Planning and analytics

Regulatory knowledge

Reporting systems

Job description

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. You will ensure seamless service delivery, meet KPIs, manage expectations, and support profitability and compliance across multiple Australian cities.

This role supports client onboarding, end-to-end shipment processing, and cross‑functional collaboration to drive service excellence and revenue capture.