Customer Service Specialist

Visy; Auckland; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Option to purchase additional leave

Health, wealth and lifestyle discounts

Opportunity to grow your career across

Southern Cross Health Society health

Job summary

Visy Global Forwarding in Auckland is seeking a Customer Service Specialist to lead customer experience and manage the end-to-end shipment process. You will handle documentation, coordinate shipments, and liaise with logistics partners to ensure seamless deliveries while delivering exceptional service to global customers.

The role requires experience in freight forwarding, knowledge of import/export operations, and proficiency in CargoWise.

Qualifications

• Experience in a customer service or support role within freight forwarding industry.
• Knowledge of international shipping documentation and handling.
• Ability to resolve issues and manage customer inquiries effectively.

Responsibilities

• Prepare and manage international shipping documentation (e.g., bills of lading, customs declarations).
• Coordinate shipments and track deliveries to ensure timely dispatch.
• Communicate proactively with customers and provide timely updates.
• Resolve issues during import/export processes, including delays or discrepancies.
• Collaborate with freight forwarders, customs brokers, and carriers.

Skills

Freight forwarding experience

CargoWise proficiency

Customs compliance knowledge

Multitasking

Strong communication

Tools

CargoWise

Job description

Visy Global Forwarding is seeking a dynamic and detail-oriented Customer Service Specialist to join our Auckland team.

• Lead customer experience, build & foster relationships with global partners
• Own the customer journey, you’ll make every interaction seamless and positive
• Bring your strong freight forwarding experience to a dynamic & fun team

About The Role

Reporting to the General Manager, in this customer-centric role, you’ll be the key link between our clients and the seamless movement of goods across borders. You’ll manage documentation, coordinate shipments, liaise with logistics partners, and ensure every delivery meets our high standards of service and efficiency. Engaging with customers via phone and email, you will effectively manage and resolve enquiries in a values-led manner. Your focus will be on delivering service excellence, enhancing customer satisfaction, and embedding a customer-first mindset across the organisation.

What You'll Do

• Prepare and manage international shipping documentation (e.g., bills of lading, customs declarations).
• Schedule and track shipments, ensuring timely dispatch and delivery.
• Communicate proactively with customers, resolving issues and providing updates.
• Resolve any problems that arise during the import/export process, such as customs delays, shipment discrepancies, or lost goods
• Collaborate with freight forwarders, customs brokers, and carriers.
• Support onboarding of new customers and prepare accurate quotes.
• Drive continuous improvement and uphold safe work practices.

What You’ll Bring

• Experience in a customer service or support role within freight forwarding industry.
• Strong background in import and export operations.
• Customs PIN accreditation or familiarity with customs clearance procedures is desirable but not required
• Proficiency in CargoWise and knowledge of international/local transport.
• Ability to multitask in a fast-paced environment.
• Sound understanding of customs compliance and reporting tools (e.g., CMR, 1 Stop).
• Excellent communication, attention to detail, and problem-solving skills.

What You’ll Love When You Join Us

• Employee Assistance Program (EAP)
• Option to purchase additional leave
• Health, wealth and lifestyle discounts
• Opportunity to grow your career across New Zealand
• Southern Cross Health Society health insurance discount

About Visy Logistics

At Visy Logistics, we don’t just move freight - we move industries forward.

As part of one of Australia’s most sustainable and innovative businesses, we provide our people with the stability of a major employer and the opportunity to make a real impact every day. Offering a range of logistics services from warehousing, contract logistics, linehaul, intermodal transport, global freight forwarding and bulk logistics, we do logistics differently. Join a team that delivers reliable, safe and efficient transport solutions - backed by a national network and a strong commitment to our customers, communities and the planet.

You will be required to meet Visy’s employment criteria which will include a criminal history check.

Visy is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.

These roles are only open to candidates currently residing in New Zealand with full working rights.