Senior Air & Ocean Customer Manager – Hybrid/Remote

Cevalogistics; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work options

Employee wellbeing program

Flexible parental leave

Career development opportunities

Job summary

CEVA Logistics is seeking an experienced Customer Service Professional for our Air & Ocean team at Melbourne Airport. You will manage a portfolio of complex customers, coordinate import/export movements and drive end-to-end service excellence across international supply chains.

This hands-on, customer-facing role requires freight forwarder knowledge, strong stakeholder management, and proactive problem-solving. Flexible, hybrid and remote work options are available to support work-life balance.

Qualifications

• Strong customer service and/or operational freight forwarding experience.
• Experience with air and ocean freight accounts.
• Strong Excel reporting and data analysis skills.
• Familiarity with CargoWise, CRM, and MS Office.

Responsibilities

• Manage a portfolio of complex or strategic customers across air and ocean movements.
• Act as escalation point for service failures and operational exceptions.
• Develop and improve customer SOPs for clarity and compliance.
• Prepare KPI packs, dashboards, and service analysis for reviews.
• Oversee customer rate structures, billing instructions, credit profiles and compliance.
• Support quoting and pricing by assessing shipment requirements and margins.
• Coordinate with Air & Ocean operations, warehousing, and overseas offices.
• Identify recurring issues and drive improvement with leadership.
• Provide guidance to Customer Service Coordinators.
• Maintain accurate customer records and SOP documentation.
• Represent customer service in meetings and cross-functional forums.

Skills

Customer service experience

Stakeholder management

Analytical skills

Problem solving

Communication

Tools

CargoWise

CRM platforms

Microsoft Excel

Microsoft Office

Job description

CEVA Logistics is seeking an experienced Customer Service Professional for our Air & Ocean team at Melbourne Airport. You will manage a portfolio of complex customers, coordinate import/export movements and drive end-to-end service excellence across international supply chains.

This hands-on, customer-facing role requires freight forwarder knowledge, strong stakeholder management, and proactive problem-solving. Flexible, hybrid and remote work options are available to support work-life balance.