Strategic Intermodal Customer Engagement Specialist

Fusion5; Melbourne; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Paid parental leave

Novated Leasing

Fitness Passport

Purchase leave program

EAP program through Sonder

Job summary

Pacific National is seeking a Customer Engagement Specialist to manage strategic Intermodal customers in Melbourne, coordinating with service, planning, operations and sales teams to maximise value across the network. You will advocate for customer priorities and drive practical freight solutions.

The role focuses on building trusted relationships, identifying growth opportunities, and delivering proactive communications and insights to enhance customer experience in a dynamic rail freight

Qualifications

• Experience managing strategic customer relationships in transport, logistics or similar complex service environments.
• Proven ability to build trusted relationships and influence outcomes across stakeholders at all levels.
• Strong communication and analytical skills with a focus on continuous improvement.

Responsibilities

• Act as the key customer contact for strategic Intermodal customers and support day-to-day requirements.
• Coordinate customer requirements across the Pacific National network and identify new volume opportunities.
• Drive customer outcomes by coordinating across Customer Service, Planning, Operations and Sales teams.
• Lead customer service issue resolution from identification to closure.
• Provide proactive communications, service updates, and performance insights during normal operations and disruptions.

Skills

Strategic relationships

Stakeholder management

Logistics knowledge

Problem solving

Communication

Tools

CRM

TMS

Customer portals

Job description

Pacific National is seeking a Customer Engagement Specialist to manage strategic Intermodal customers in Melbourne, coordinating with service, planning, operations and sales teams to maximise value across the network. You will advocate for customer priorities and drive practical freight solutions.

The role focuses on building trusted relationships, identifying growth opportunities, and delivering proactive communications and insights to enhance customer experience in a dynamic rail freight