Service Excellence Coordinator

Strait-Link-Shipping-Pty-Ltd; Launceston; On-site; AUD 65,000 - 90,000; Full time

Job summary

Strait Link in Launceston, Tasmania is seeking a Service Excellence Coordinator to connect customers with the teams moving their freight, track shipments and resolve delays. You’ll manage enquiries across channels, provide timely updates and help identify improvements from customer feedback and reports.

You’ll build trusted relationships, coordinate with internal teams and subcontractors, and contribute to service improvements in a fast-paced logistics operation.

Qualifications

• Customer service experience in logistics, freight, transport or supply chain.
• Strong customer relationship and stakeholder management skills.
• Experience resolving escalations and complaints.
• Analytical and service reporting capability.
• Clear written and verbal communication.
• Strong organisation and attention to detail.
• Confidence using Microsoft Outlook and Excel.
• The ability to work effectively in a fast-moving environment.
• Three or more years of industry experience will be highly regarded but is not essential.
• Knowledge of DIFOT reporting, freight management systems or relevant qualifications in business, logistics or customer service would also be valuable.

Responsibilities

• Managing enquiries across phone, email and online channels.
• Tracking shipments, delivery times and proof of delivery.
• Communicating delays and service issues early.
• Resolving concerns, complaints and escalations.
• Investigating and processing customer claims.
• Supporting key accounts and customers requiring additional care.
• Preparing customer and DIFOT reports.
• Coordinating with internal teams and subcontractors.
• Contributing to service improvement initiatives.

Skills

Customer service experience

Stakeholder management

Escalations handling

Analytical and reporting

Clear communication

Organisation & attention to detail

Outlook & Excel

Fast-moving environment

Education

Business, logistics or customer service qualification

Tools

DIFOT reporting

Freight management systems

Job description

Customers remember how you respond when plans change.

At Strait Link, service excellence means more than answering an enquiry. It means knowing where a shipment is, understanding what has changed and giving customers a clear answer before they have to ask.

As Tasmania’s largest freight and logistics provider, we connect an island state with mainland Australia through an integrated network of shipping, terminals and road logistics.

Keeping freight moving takes coordination across customers, drivers, subcontractors, terminals and operational teams. When something does not go to plan, good communication and decisive action make all the difference.

We’re looking for a Service Excellence Coordinator who can bring those pieces together, build trusted customer relationships and help us improve the service we provide.

Job Description

The Opportunity

You’ll tend to a portfolio of customers and act as a key link between them and the teams responsible for moving their freight.

You’ll track shipments, confirm delivery timeframes and provide proof of delivery. When delays or service issues arise, you'll investigate the issue and determine what has occurred, keep the customer informed and work with the right teams to find a resolution.

You’ll also look beyond the immediate enquiry. Through customer feedback, service reporting and recurring issues, you’ll help identify where our processes and performance can improve.

Your work will include:

• Managing enquiries across phone, email and online channels.
• Tracking shipments, delivery times and proof of delivery.
• Communicating delays and service issues early.
• Resolving concerns, complaints and escalations.
• Investigating and processing customer claims.
• Supporting key accounts and customers requiring additional care.
• Preparing customer and DIFOT reports.
• Coordinating with internal teams and subcontractors.
• Contributing to service improvement initiatives.

Desired Skills and Experience

What Will Help You Succeed

You care about the experience a customer has, particularly when the answer is not straightforward.

You know how to stay calm, find the right information and explain what is happening clearly. You take ownership of issues, follow through on commitments and build trust by being honest and dependable.

You’re organised enough to manage competing priorities without losing sight of the details. You also notice patterns; question why problems recur and seek ways to prevent them.

You’ll bring:

• Customer service experience in logistics, freight, transport or supply chain.
• Strong customer relationship and stakeholder management skills.
• Experience resolving escalations and complaints.
• Analytical and service reporting capability.
• Clear written and verbal communication.
• Strong organisation and attention to detail.
• Confidence using Microsoft Outlook and Excel.
• The ability to work effectively in a fast-moving environment.

Three or more years of industry experience will be highly regarded but is not essential. Knowledge of DIFOT reporting, freight management systems or relevant qualifications in business, logistics or customer service would also be valuable.

You’ll need a current unrestricted Australian Class C driver’s licence and the ability to travel within Tasmania and interstate when required.

Safety is part of every role at Strait Link. You’ll be expected to follow our safety procedures, report hazards and incidents, use required protective equipment and take responsibility for your own safety and the safety of others.

This is a role where you can build genuine relationships with customers while learning how a complex freight and logistics operation works from the inside.

You’ll work with people across the business, contribute ideas and see how better communication and stronger processes improve the customer experience.

Strait Link is large enough to offer variety and complexity, but connected enough that your contribution will be noticed.

Different People. Better Ideas.

We believe better decisions are made when different experiences, perspectives and ideas are brought to the table.

We’re committed to creating an inclusive workplace where everyone can contribute and belong. We welcome applications from people of all walks of life.

Our values are simple: Care. Trust. Connected.

They shape how we work, how we treat one another and how we show up every day.

If you take pride in finding answers, solving problems and giving customers confidence, we’d love to hear from you.

Thank you to everyone who takes the time to apply for a career with Strait Link. We appreciate your interest in this opportunity and will carefully consider every application. Only shortlisted candidates will be contacted.