Ocean Freight Customer Success Specialist

Toll Group; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Toll Group is seeking an Ocean Freight Customer Service Representative to be the main interface between Toll Global Forwarding and customers, ensuring seamless service delivery, achieving KPIs, and supporting profitability while upholding Toll policies and compliance. Role may be based in Adelaide, Brisbane, Perth, Sydney or Melbourne.

You will manage client relationships, coordinate end-to-end shipment processing, ensure regulatory compliance, monitor costs, and drive improvements across the

Qualifications

• Strong experience in global freight forwarding (operations and/or customer service).
• Highly effective communicator capable of engaging with clients, vendors and leaders.
• Methodical, structured work approach with planning and analytical skills.
• Ability to prioritise resources and workload to meet client expectations.
• Experience maintaining reporting systems to track shipments and events.
• Resilient, outcome-focused and driven to achieve service objectives.

Responsibilities

• Manage client and stakeholder relationships coordinating with internal/external teams to meet service expectations and provide updates.
• Coordinate end-to-end shipment processing to meet client requirements and standards.
• Ensure regulatory and compliance excellence across ABF, AQIS, RACA, COR, customs and safety requirements.
• Oversee operational/financial controls, monitor issues, and escalate accounts receivable as needed.
• Support client onboarding and implementation with SOPs and information management with CRM teams.
• Drive continuous improvement, identify process efficiencies, and maintain accurate billing notes.

Skills

Global freight forwarding

Client communication

Planning and analytics

Workload prioritisation

Reporting systems

Regulatory compliance

Job description

Toll Group is seeking an Ocean Freight Customer Service Representative to be the main interface between Toll Global Forwarding and customers, ensuring seamless service delivery, achieving KPIs, and supporting profitability while upholding Toll policies and compliance. Role may be based in Adelaide, Brisbane, Perth, Sydney or Melbourne.

You will manage client relationships, coordinate end-to-end shipment processing, ensure regulatory compliance, monitor costs, and drive improvements across the