Customer Excellence & Operations Administrator

Full Time | Laverton North and Derrimut, Melbourne VIC

Join a logistics business where customer experience matters.

Cross Docks Australia is a leading third-party logistics (3PL) provider delivering warehousing, distribution and supply chain solutions to customers across Australia. We pride ourselves on building strong customer relationships through responsive service, operational excellence and a commitment to continuous improvement.

We are seeking an organised, customer focused Customer Excellence & Operations Administrator to join our team. This is a hands on role that combines customer service, complaint resolution and operational administration within a fast paced logistics environment.

About the Role

Reporting to the General Manager – Operations Excellence and Growth, you will be responsible for managing customer enquiries and complaints from receipt through to resolution while providing administrative support to our operations.

This is an ideal opportunity for someone who enjoys solving problems, communicating with customers and working closely and within our warehouses with operations teams to deliver outstanding service. You must be willing and able to work on the warehouse floor to problem solve and find the root cause of complaints and then communicate how these can be overcome in the future. You must have a car and a current driver’s license as regular travel between Laverton North and Derrimut is a requirement of this role.

Key Responsibilities

Manage customer complaints and enquiries through our ticketing system.





Investigate issues by liaising with internal departments and customers.

Ensure complaints are resolved professionally and within agreed service levels.

Keep customers informed throughout the resolution process.

Maintain accurate records and reporting on customer issues and trends.

Provide administration support for warehouse operations.

Complete customer administration tasks accurately and on time.

Assist with operational and administrative activities as required.

Build positive relationships with customers and internal stakeholders.

Identify opportunities to improve customer experience and business processes.

About You

You are someone who remains calm under pressure, enjoys helping customers and takes pride in delivering excellent service.

You'll also bring:

Previous experience in customer service, administration or logistics.

Experience within warehousing, transport or the 3PL industry (highly regarded).

Outstanding written and verbal communication skills.

Strong problem solving and investigative skills.

Excellent organisational skills with strong attention to detail.

Ability to prioritise competing tasks in a rapid paced environment.

High level of computer literacy, including Microsoft Office.

A proactive attitude with the ability to work independently and as part of a team.

Commitment to safe work practices.

What We Offer

Full time permanent position.

Supportive and collaborative team environment.

Opportunity to make a real impact on customer experience.

Stable and growing Australian logistics business.

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