Ocean Freight Customer Service Representative

Toll Group; Auckland; On-site; NZD 60,000 - 75,000; Full time

Job summary

As an Ocean Freight Customer Service Representative at Toll Group, you will act as the main liaison between customers and operational teams, coordinating shipments and ensuring on-time delivery.

Based in Auckland, you will handle inquiries, document shipments in CargoWise One, and maintain regulatory compliance while building strong customer relationships in a fast-paced logistics environment.

Qualifications

• 1–3 years’ experience in ocean freight operations or customer service.
• Understanding of customs and maritime regulations.
• Experience working with freight management systems.
• Proficiency in Microsoft Office applications.
• Strong organisational skills and attention to detail.
• Excellent communication and stakeholder management skills.

Responsibilities

• Act as the primary point of contact for customers, providing shipment updates and support.
• Coordinate ocean freight shipments, cargo availability, pick-ups, and deliveries.
• Collaborate with operational teams, warehouses, transport providers, and external stakeholders.
• Ensure compliance with customs, maritime, and regulatory requirements.
• Manage shipment exceptions, including detention, demurrage, and transhipment issues.
• Maintain accurate records in CargoWise One and support customer onboarding activities.

Skills

Customer-focused

Communication

Multitasking

Problem solving

Stakeholder mgmt

Team collaboration

Tools

CargoWise One

Job description

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com

Play a vital role in enabling sustainable, global supply chains with Global Forwarding, Australia and New Zealand. With ongoing job security, enjoy working in a stable and safe environment, where we can be curious and inspired to try new things as we put customers at the centre of everything we do. As a recognised global brand with long-term success, we’re passionate about progress. That means adapting to change and transforming how our customers experience world-class freight forwarding solutions. In an open and inclusive culture, we share our ideas with approachable leaders who clearly communicate our ambitions. Our contribution is recognised with flexibility for balance and opportunities to learn, grow and progress. And we’re always looking out for each other’s wellbeing. We take pride in rising to any challenge to deliver what matters. Like thriving on diverse, challenging, even unordinary projects, while being supported by friendly and positive teamwork.

About The Role

At Toll, we do more than move the world. We support businesses and communities with industry-leading logistics solutions across the globe. We are currently seeking an experienced Ocean Freight Customer Service Representative to join our Global Forwarding team. In this role, you will act as the key link between our customers and operational teams, ensuring exceptional service delivery, smooth shipment coordination, and compliance with industry regulations. This is a fantastic opportunity for someone who enjoys building relationships, solving problems, and contributing to a high-performing team environment.

We welcome applicants wanting to be based in Auckland, Wellington, Christchurch or Napier.

A day in the life of an Ocean Freight Customer Service Representative at Toll

• Act as the primary point of contact for customers, providing shipment updates and support.
• Coordinate ocean freight shipments, cargo availability, pick-ups, and deliveries.
• Collaborate with operational teams, warehouses, transport providers, and external stakeholders.
• Ensure compliance with customs, maritime, and regulatory requirements.
• Manage shipment exceptions, including detention, demurrage, and transhipment issues.
• Maintain accurate records in CargoWise One and support customer onboarding activities.

Qualifications

• 1 to 3 years' experience in ocean freight operations or customer service.
• Understanding of customs and maritime regulations.
• Experience working with freight management systems.
• Proficiency in Microsoft Office applications.
• Strong organisational skills and attention to detail.
• Excellent communication and stakeholder management skills.

Skills & Experience

• Customer-focused mindset with a commitment to service excellence.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and issue-resolution capabilities.
• Proactive approach to identifying process improvements.
• Ability to work collaboratively across teams and functions.
• Willingness to learn and develop within the freight forwarding industry.

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

At Toll, we value a diverse, inclusive and authentic workplace.

To find out more about us visit www.careers.tollgroup.com

You must be entitled to work in New Zealand and be prepared to undertake pre-employment checks including a criminal history check and medical.