Customer Service Officer

Remote; San Francisco (CA); On-site; USD 42,000 - 58,000; Full time

Job summary

Remote is seeking a frontline customer support representative to handle inbound inquiries via the 1800 number and ensure a positive customer experience. You will route calls, respond to queries about freight bookings, delays, and delivery information, and maintain detailed CRM notes.

Candidates with clear English, call centre experience, and the ability to manage high volumes will thrive in this role within our logistics-focused team in the US.

Qualifications

• Clear and professional English communication (verbal & written).
• Previous experience in a customer support or call centre environment.
• Strong organisational skills and the ability to manage high call volumes.
• Familiarity with CRM tools and email support.
• A friendly, patient, and service-focused attitude.

Responsibilities

• Answer inbound calls from customers and direct them to the correct department.
• Resolve general enquiries related to freight bookings, delays, or delivery info.
• Maintain accurate call logs and notes in the CRM.
• Escalate or hand off complex queries to the relevant internal contact.
• Monitor and respond to email enquiries as required.
• Follow up on pending customer issues with clarity and consistency.
• Work closely with the Australian customer service and logistics team.

Skills

Customer support

Call centre experience

Excellent communication

CRM software

Organizational skills

Email support

Tools

CRM software

Job description

About the Company:

Our client operated a business focusing on providing national freight distribution and logistics solutions across the eastern states of Australia. We are dedicated to delivering our clients the highest standard of satisfaction through the services we offer.

Established in 1985, we have over 35 years of service and experience in the industry. Therefore, we understand how important it is to get your products delivered with safety, consistency, reliability and accuracy.

About the Role:

You’ll be the first point of contact for inbound customer enquiries via the 1800 number. Your role is to provide excellent support, direct calls where needed, and ensure customers have a positive experience every time they contact the business.

Key Responsibilities:

• Answer inbound calls from customers and direct them to the correct department

• Resolve general enquiries related to freight bookings, delays, or delivery info

• Maintain accurate call logs and notes in the CRM

• Escalate or hand off complex queries to the relevant internal contact

• Monitor and respond to email enquiries as required

• Follow up on pending customer issues with clarity and consistency

• Work closely with the Australian customer service and logistics team

Essential Skills:

• Clear and professional English communication (verbal & written)

• Previous experience in a customer support or call centre environment

• Strong organisational skills and the ability to manage high call volumes

• Familiarity with CRM tools and email support

• A friendly, patient, and service-focused attitude

Nice-to-Have Skills:

• Experience in logistics or freight forwarding

• Previous work with Australian-based clients

• Experience with ISC or transport scheduling software

Other Specific Requirements

• An employee may be directed to carry out such duties as are within the limits of the employee's skill, competence, and training or tasks not specifically stated in this position description.

• Embrace and demonstrate behaviours in accordance with the company's Values at all times.

• Maintain professional standards with all internal and external clients.

• Behave at all times in a manner which reflects positively on the company.

• Display confidentiality, professionalism and discretion at all times.

• Whilst at work take all reasonable care to the extent required to prevent damage to their own health and to the health of others, by their acts and omissions.

• Consider, notify and consult with others, on matters and priorities that impact upon their health and safety. Escalate all safety concerns to your Direct Manager and the National HR, WHS and Training Manager.

• Must not, without reasonable excuse deliberately create a risk, or the appearance of a risk to the health and safety of people at work, or to cause a disruption of work.

• Exercising independent initiative to problem solve, triage or manage significant issues.

• Organise and prioritise daily routines to meet identified timeframes and deadlines and respond to problems or conflict and attending to the wide variety of day-to-day tasks and resolving issues or escalating where appropriate.

• All employees have a legal obligation and are required to observe all company policies and procedures including Code of Conduct; Confidentiality; Anti-Discrimination; Equal Employment Opportunity; Workplace Health and Safety; Quality, Employee Welfare; the Environment and Service Delivery Standards.

• Employees must fulfil all recordkeeping responsibilities in accordance with relevant Information Standards and associated guidelines.