Strategic Intermodal Customer Engagement Specialist

Pacific National; Melbourne; On-site; AUD 90,000 - 120,000; 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 our Intermodal team in Melbourne. You will act as a key contact for a portfolio of strategic customers and support day-to-day requirements while identifying opportunities to maximise service outcomes and grow the network.

Working with Customer Service, Planning, Operations and Sales, you will advocate for customer priorities, coordinate solutions and deliver practical

Qualifications

• Experience managing strategic customer relationships within transport or logistics.
• Ability to build trusted relationships across stakeholders up to executive level.
• Understand customer priorities and drive solutions through to resolution.
• Strong problem-solving and decision-making in high-pressure situations.
• Understanding of freight, logistics networks and commercial drivers.
• Familiarity with customer contracts and service commitments.
• Strong communication to convey issues and solutions to stakeholders.
• Analytical and organisational skills with a focus on continuous improvement.
• Experience using CRM, TMS or similar platforms.

Responsibilities

• Act as key contact for strategic Intermodal customers and support growth.
• Coordinate requirements across the Pacific National network, including new volume opportunities and peak demand planning.
• Drive outcomes by working across teams to identify opportunities and deliver practical solutions.
• Lead customer service issue resolution and closure ownership.
• Provide proactive communications and performance insights during operations and disruptions.
• Analyse performance trends to improve customer experience and service delivery.

Skills

Strategic relationships

Stakeholder influence

Problem solving

Communication skills

Analytical skills

Organisational skills

Continuous improvement

Prioritisation

CRM proficiency

TMS experience

Tools

CRM

TMS

Customer portals

ERP systems

Job description

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

Working with Customer Service, Planning, Operations and Sales, you will advocate for customer priorities, coordinate solutions and deliver practical