Location: Victoria
Employment Type: Full-time

FAK Supervisor - Victoria

Our client is seeking an experienced FAK Supervisor to lead a high-performing Freight All Kinds (FAK) customer service team in Victoria. This is an excellent opportunity for a logistics professional with strong leadership skills who thrives in a fast-paced freight environment.

Reporting to the National FAK Manager, you'll oversee the day-to-day operations of the FAK customer service function, ensuring exceptional service delivery, operational efficiency, and strong team performance.

Key Responsibilities

Team Leadership

- Lead, coach and mentor a team of FAK Customer Service Representatives.

- Conduct regular team meetings and communicate operational priorities.

- Monitor team performance, provide coaching and support professional development.

- Manage rostering, leave approvals and workforce planning.

- Assist with onboarding and training of new team members.

- Foster a positive, collaborative and high-performing team culture.

Customer Service

- Act as the primary escalation point for complex customer enquiries and service issues.

- Ensure timely, professional communication across phone, email and online channels.

- Build and maintain robust relationships with customers, freight forwarders and service partners.

- Monitor service standards and implement improvements where required.

Operations & Freight Coordination

- Oversee freight bookings, documentation and shipment processing.

- Monitor freight movements and provide proactive customer updates.

- Liaise with transport providers,



warehouses and operational teams to ensure efficient freight movement.

- Coordinate container collections and export schedules to meet operational deadlines.

- Ensure export cargo is received within required timeframes.

- Monitor cargo storage and applicable charges.

- Plan unpack and pack schedules to support warehouse labour requirements.

- Review driver documentation to ensure smooth operational flow.

- Investigate and resolve operational issues, incidents and service failures promptly.

- Promote accurate documentation and minimise delivery errors.

Reporting & Continuous Improvement

- Prepare operational reports and identify performance trends.

- Ensure compliance with company policies, industry standards and legislative requirements.

- Maintain accurate freight and customer records.

- Identify opportunities to improve operational processes and customer outcomes.

- Support business projects and additional operational initiatives as required.

About You

To be successful in this role, you'll bring:

- Previous leadership or supervisory experience within freight, logistics or supply chain.

- A strong understanding of Freight All Kinds (FAK)



operations and freight documentation.

- Excellent customer service and stakeholder management skills.

- Proven ability to manage competing priorities in a fast-paced environment.

- Strong problem-solving and decision-making skills.

- High attention to detail and excellent organizational abilities.

- A proactive, hands-on leadership style with the ability to motivate and develop others.

- Strong written and verbal communication skills.

- Intermediate to advanced Microsoft Office skills, particularly Outlook, Excel and Word.

- Experience using freight or warehouse management systems such as Inbound Connect or similar.

What We're Looking For

- 2-3+ years' experience within freight, logistics or FAK operations.

- At least 12 months' experience in a supervisory, team leader or senior customer service position.

- Experience managing customer escalations and delivering outstanding service.

- Knowledge of freight documentation including delivery documentation, transfer certificates and export paperwork.

Why Apply?

This is a fantastic opportunity to join a well-established and growing logistics business where you'll play a key leadership role within the Victorian operation. You'll have the opportunity to lead an experienced team, contribute to operational improvements and further develop your leadership career within a supportive environment.

If you're an experienced freight professional ready to take the next step in your career, we'd love to hear from you.

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📌 FAK Supervisor (Williamstown)
🏢 E L Workforce
📍 Williamstown