Job Description

Location: Victoria
n Employment Type: Full-time

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FAK Supervisor - Victoria

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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.

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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.

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Key Responsibilities

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Team Leadership

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- Lead, coach and mentor a team of FAK Customer Service Representatives.
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- Conduct regular team meetings and communicate operational priorities.
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- Monitor team performance, provide coaching and support professional development.
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- Manage rostering, leave approvals and workforce planning.
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- Assist with onboarding and training of new team members.
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- Foster a positive, collaborative and high-performing team culture.
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Customer Service

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- Act as the primary escalation point for complex customer enquiries and service issues.
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- Ensure timely, professional communication across phone, email and online channels.
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- Build and maintain strong relationships with customers, freight forwarders and service partners.
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- Monitor service standards and implement improvements where required.
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Operations & Freight Coordination

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- Oversee freight bookings, documentation and shipment processing.
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- Monitor freight movements and provide proactive customer updates.
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- Liaise with transport providers, warehouses and operational teams to ensure efficient freight movement.
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- Coordinate container collections and export schedules to meet operational deadlines.
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- Ensure export cargo is received within required timeframes.
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- Monitor cargo storage and applicable charges.
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- Plan unpack and pack schedules to support warehouse labour requirements.
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- Review driver documentation to ensure smooth operational flow.
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- Investigate and resolve operational issues, incidents and service failures promptly.
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- Promote accurate documentation and minimise delivery errors.
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Reporting & Continuous Improvement

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- Prepare operational reports and identify performance trends.
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- Ensure compliance with company policies, industry standards and legislative requirements.
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- Maintain accurate freight and customer records.
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- Identify opportunities to improve operational processes and customer outcomes.
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- Support business projects and additional operational initiatives as required.
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About You

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

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- Previous leadership or supervisory experience within freight, logistics or supply chain.
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- A strong understanding of Freight All Kinds (FAK)



operations and freight documentation.
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- Excellent customer service and stakeholder management skills.
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- Proven ability to manage competing priorities in a fast-paced environment.
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- Strong problem-solving and decision-making skills.
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- High attention to detail and excellent organizational abilities.
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- A proactive, hands-on leadership style with the ability to motivate and develop others.
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- Strong written and verbal communication skills.
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- Intermediate to advanced Microsoft Office skills, particularly Outlook, Excel and Word.
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- Experience using freight or warehouse management systems such as Inbound Connect or similar.
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What We're Looking For

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- 2-3+ years' experience within freight, logistics or FAK operations.
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- At least 12 months' experience in a supervisory, team leader or senior customer service position.
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- Experience managing customer escalations and delivering outstanding service.
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- Knowledge of freight documentation including delivery documentation, transfer certificates and export paperwork.
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Why Apply?

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This is a fantastic prospect 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.

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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