Ocean Freight Customer Service Representative

About Toll Group

Toll Group has been a logistics leader for over 130 years, supporting over 20,000 customers worldwide from 500 sites across 27 markets. As part of Japan Post, we specialize in solving complex supply chain and transport challenges globally through our extensive forwarding network covering 150 countries.

Role Overview

Join our Global Forwarding team in New Zealand as an Ocean Freight Customer Service Representative. In this key position, you will act as the main liaison between customers and operational teams, ensuring seamless ocean freight shipment coordination while adhering to compliance standards and delivering exceptional customer service in a dynamic environment.

Key Responsibilities

• Serve as the primary contact for customers, providing timely updates and support on shipments.
• Manage coordination of ocean freight shipments including cargo availability, pick-ups, and deliveries.
• Collaborate effectively with operational teams, warehouses, transport providers, and external partners.
• Ensure shipments meet customs, maritime, and relevant regulatory requirements.
• Handle shipment exceptions such as detention, demurrage, and transshipment challenges.
• Maintain accurate records using CargoWise One and assist with customer onboarding processes.

Required Qualifications and Skills

• Between 1 and 3 years of experience in ocean freight operations or customer service.
• Sound knowledge of customs and maritime regulations.
• Experience with freight management systems.
• Proficiency in Microsoft Office tools.
• Strong organizational abilities with close attention to detail.
• Excellent communication and stakeholder engagement skills.

Desired Attributes and Capabilities

• Customer-centric approach dedicated to delivering high-quality service.
• Adept at managing multiple tasks efficiently within fast-paced settings.
• Strong problem-solving skills with the ability to resolve issues proactively.
• Initiative to identify and support process improvements.
• Team player with skills to collaborate across departments.
• Enthusiastic about learning and growth opportunities in freight forwarding.

Additional Information

We encourage applications from candidates who match the core skills even if not all requirements are met, as we value diversity, inclusiveness, and authentic talents. The role is open to residents in Auckland, Wellington, Christchurch, or Napier. Successful candidates must be legally entitled to work in New Zealand and will undergo pre-employment checks, including criminal history and medical assessments.

At Toll, the work environment is stable and supportive, fostering wellbeing and professional development while driving global supply chain sustainability. We pride ourselves on teamwork, adaptability, and delivering impactful logistics solutions that support essential services worldwide.