Ocean Freight Customer Service Representative

Company Overview

Toll Group has been delivering logistics solutions for more than 130 years, supporting over 20,000 clients globally with a presence in 27 countries, 500 sites, and a freight forwarding network reaching 150 nations. As part of Japan Post, Toll offers extensive experience and infrastructure in logistics, transportation, and supply chain management.

About the Role

We are looking for an Ocean Freight Customer Service Representative to be the primary contact between Toll Global Forwarding and its customers. This role involves managing daily interactions, driving service excellence, maintaining compliance with legal and company policies, and supporting both client satisfaction and profitability.

This position is based onsite in Perth, Western Australia, with potential locations also in Adelaide, Brisbane, Sydney, or Melbourne.

Responsibilities

• Maintain strong partnerships with clients and stakeholders, coordinating both internal and external teams to fulfill service commitments.
• Manage the complete shipment lifecycle ensuring accurate, timely processing aligned with client needs and regulatory standards.
• Ensure compliance with customs and quarantine regulations, including ABF, AQIS, RACA, COR, and other legal requirements.
• Monitor and handle operational and financial aspects such as shipping line challenges, demurrage, transshipment, and revenue leakage while managing accounts receivable escalations.
• Support seamless onboarding of new clients by aiding SOP development and facilitating client implementation alongside CRM and cross-functional teams.
• Identify and implement process improvements to enhance operational efficiency, accuracy in job notes, billing, and system data management.

Skills and Experience

• Extensive knowledge and hands-on experience in global freight forwarding operations or customer service, including transport markets and freight regulations.
• Excellent communication and interpersonal abilities for engaging a wide range of stakeholders effectively.
• Organized and analytical with a structured work approach capable of meeting strict deadlines and priorities.
• Adept at managing workload and resources to synchronize with client demands over varying time frames.
• Experience with shipping reports and transaction tracking to monitor cargo status and shipment volumes.
• Resilience and a strong results orientation to consistently meet operational and client satisfaction targets.

Our Culture and Invitation

At Toll, we play a crucial role in delivering essential goods and services worldwide. We foster an inclusive, collaborative, and empowering work environment encouraging curiosity, innovation, and continuous learning. We welcome applicants who may not meet every qualification but have transferable skills and are eager to develop professionally.

Toll champions diversity and inclusivity, inviting candidates of all backgrounds and experiences to join our teams.