Strategic Intermodal Client Engagement Lead

Department Of Education Victoria; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Paid parental leave

Novated Leasing

Fitness Passport

Purchase leave program

Access to EAP program through Sonder

Job summary

Pacific National, Australia’s largest private rail freight operator, is seeking a Customer Engagement Specialist to join the Intermodal team in Melbourne. You will act as a key customer contact for strategic customers, supporting day-to-day requirements while identifying opportunities to maximise service outcomes and grow customer value.

Working with Customer Service, Planning, Operations and Sales, you will advocate for customer priorities, coordinate solutions across the network, drive

Qualifications

• Experience managing strategic customer relationships in transport, logistics or similar complex service environments.
• Ability to build trusted relationships and influence outcomes across stakeholders from coordinators to executives.
• Identify customer priorities and drive solutions through to resolution.
• Strong problem-solving and decision-making skills in high-pressure situations.
• Understanding of freight, logistics or supply chain networks and drivers of customer outcomes.
• Knowledge of customer contracts, service commitments and commercial drivers.
• Strong communication to convey operational issues and solutions to stakeholders.
• Analytical and organisational skills with a focus on continuous improvement.
• Experience with CRM, TMS or customer portals.

Responsibilities

• Act as a key customer contact for a portfolio of strategic Intermodal customers, supporting day-to-day requirements while identifying opportunities to maximise service outcomes and optimise use of the Pacific National network.
• Coordinate customer requirements across the PN network, including new volume opportunities, service requests, peak demand planning and tailored freight solutions.
• Drive customer outcomes by working across Customer Service, Planning, Operations and Sales to identify opportunities, remove barriers and deliver practical solutions.
• Lead customer service issue resolution and recovery activities, maintaining ownership from identification through to closure.
• Provide proactive customer communications, service updates, and performance insights during both business-as-usual operations and network disruptions.
• Analyse customer and network performance trends to identify opportunities to improve customer experience, service delivery and overall customer outcomes.

Skills

Strategic relationship management

Cross-functional collaboration

Communication

Problem solving

Analytical thinking

Prioritisation

Customer focus

Tools

CRM systems

TMS

Customer portals

Job description

Pacific National, Australia’s largest private rail freight operator, is seeking a Customer Engagement Specialist to join the Intermodal team in Melbourne. You will act as a key customer contact for strategic customers, supporting day-to-day requirements while identifying opportunities to maximise service outcomes and grow customer value.

Working with Customer Service, Planning, Operations and Sales, you will advocate for customer priorities, coordinate solutions across the network, drive