Special Services Representative Failsafe

FedEx Australia; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Health & wellness programs

Employee discounts on electronics

Job summary

FedEx Australia is seeking a dedicated Failsafe Coordinator to manage time‑critical freight movements across Australia, delivering exceptional customer service and coordinating with internal teams and external partners. This role demands proactive problem‑solving, strong planning, and a commitment to accuracy and efficiency.

You will oversee end‑to‑end movement from enquiry to delivery, monitor consignments, and work with contract carriers to ensure on‑time, compliant service.

Qualifications

• Experience coordinating transport, logistics or customer service.
• Strong decision‑making and problem‑solving under pressure.
• Excellent communication and stakeholder management skills.
• High attention to detail and ability to manage multiple priorities.

Responsibilities

• Coordinate specialised logistics solutions from enquiry through to delivery.
• Provide exceptional service to customers, vendors, couriers and internal teams.
• Coordinate urgent transport requirements and develop bespoke solutions.
• Monitor critical consignments and take action when disruptions occur.
• Arrange and manage third‑party contract carriers and suppliers.
• Investigate and resolve service exceptions with sound judgment.

Skills

Logistics coordination

Customer service

Decision making

Problem solving

Stakeholder management

MS Office

Attention to detail

Planning

Tools

MS Office

Job description

Help Deliver What Can't Fail At FedEx, our Failsafe team manages some of the most critical and time-sensitive logistics movements in Australia. From transporting donor organs and life-saving blood products to coordinating urgent government, aviation, healthcare and commercial shipments, you'll play a key role in ensuring mission-critical deliveries reach their destination safely, securely and on time.

Help Deliver What Can't Fail At FedEx, our Failsafe team manages some of the most critical and time-sensitive logistics movements in Australia. From transporting donor organs and life-saving blood products to coordinating urgent government, aviation, healthcare and commercial shipments, you'll play a key role in ensuring mission-critical deliveries reach their destination safely, securely and on time. This is more than a logistics role. It's an opportunity to become the trusted coordinator behind complex transport solutions where every minute matters and service failure is not an option.

What Success Looks Like

• Coordinate and successfully deliver complex, time-critical freight movements across Australia while maintaining exceptional service performance.
• Become a trusted point of contact for customers requiring urgent and specialised transport solutions.
• Proactively monitor consignments from collection through to final delivery, identifying and resolving potential service risks before they impact outcomes.
• Build strong relationships with internal operational teams, contract carriers and suppliers to ensure seamless service execution.
• Consistently convert customer enquiries into successful bookings while supporting revenue growth and customer retention.
• Ensure all movements comply with FedEx procedures, customer requirements and relevant regulatory standards.
• Identify opportunities to improve processes, communication and service delivery within the Failsafe operation.

What You'll Do

• Manage specialised logistics solutions from enquiry through to successful delivery.
• Provide exceptional service and communication to customers, vendors, couriers, depot teams and internal stakeholders.
• Coordinate urgent transport requirements and develop bespoke solutions for unique customer needs.
• Monitor critical consignments throughout their journey and take immediate action when disruptions occur.
• Arrange and manage third‑party contract carriers and suppliers as required.
• Investigate and resolve service exceptions using sound judgement and problem‑solving skills.
• Maintain accurate reporting, billing compliance and operational data integrity.
• Support customer satisfaction, customer retention and service quality objectives.
• Follow established operational procedures while contributing recommendations for continuous improvement.
• Assist with escalated or complex movements and support team activities where required.

What You'll Bring

We're more interested in your ability to thrive in a fast‑paced, high‑accountability environment than whether you've held the exact title before.

• Experience coordinating transport, logistics, customer service or operational activities.
• Strong decision‑making and problem‑solving capability under pressure.
• Excellent communication and stakeholder management skills.
• High attention to detail and the ability to manage multiple priorities simultaneously.
• Strong planning and organisational skills.
• Confidence using Microsoft Office applications including Outlook, Excel and Word.
• A proactive mindset with the ability to think creatively when solving customer challenges.
• Previous domestic transport, logistics, operations or customer service experience is highly regarded.

Working Pattern

Permanent Full‑Time Position

This role operates within a 24‑hour, 7‑day rotating roster, including:

• Day, afternoon and overnight shifts
• Weekends
• Public holidays

Flexibility to work across the roster is essential.

What You Can Expect To Get

Spread your wings and take ownership of your career with opportunities to advance through internal promotions, job rotations, and cross‑functional projects – we make sure you have everything you need to become anything you want to be.

Whether it’s professional courses or on‑the‑job learning. Leadership development or technical skills and training. Tutoring, coaching, or mentoring. The depth and breadth of learnings are boundless with free in‑house training & development programs and paid tuition assistance

• Join a specialist team responsible for some of Australia's most critical freight movements.
• Work on unique, high‑impact logistics challenges that directly affect customers and communities.
• Develop expertise in specialised and mission‑critical transport solutions.
• Health & wellness, employee assistance, and rewards and recognition programs
• Special employee discounts on computers, electronics, medical insurance, travel packages, and much more…

Who are we?

At FedEx, moving the world doesn’t only mean delivering for our customers around the globe. Moving the world is also about creating what’s next

We're team FedEx – 500,000+ people strong around the world. The work we all do comes down to one purpose: to provide our customers with outstanding experiences as we connect the world to what’s next.

This isn’t a place to get just a job, here you get a career for life. It’s a place to enjoy constant change, growth, and progress in your career. Our willingness to innovate and transform is what keeps us at the front‑of our industry. With curiosity, inventiveness, and entrepreneurial spirit, we keep finding new and better ways to deliver results – for our customers, for our people and for the planet.

Here you will be given the flexibility and the empowerment to reimagine the new, spread your wings and see your impact. By doing so, we are motivated to be better together. And together, we always manage to drive and deliver excellence.

Our Values

Our culture values empower us to deliver great results. With one FedEx culture, we:

Take care of each other | Commit to do good | Own outstanding | Drive business results | Create what’s next

Equal opportunities

Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness, and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.

We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic

Interested?

Everyone at FedEx has a part to play. It’s about coming up with smart solutions, remaining resilient in the face of setbacks, and going above and beyond to get the job done. And whether you’re a business leader or delivery driver, you’ll be empowered to take responsibility and overcome each challenge in your own way.

If you're someone who enjoys solving complex challenges, taking ownership of outcomes and delivering exceptional service when it matters most, we'd love to hear from you.