Freight Assist Australia is a leading bulk transport and logistics provider, established in 2012 and specialising in general and express freight Australia-wide.

We take a solution-driven approach to everything we do, with an uncompromising focus on service, reliability and safety. We work across a diverse range of industries, including food, manufacturing, dangerous and hazardous goods, and general freight.

At Freight Assist, we believe strong relationships and great service are at the heart of what we do.

About Us

Freight Assist Australia is a leading bulk transport and logistics provider, established in 2012 and specialising in general and express freight Australia-wide.

We take a solution-driven approach to everything we do, with an uncompromising focus on service, reliability and safety. We work across a diverse range of industries, including food, manufacturing, dangerous and hazardous goods, and general freight.

At Freight Assist, we believe strong relationships and great service are at the heart of what we do.

Our Core Values

- Relationships | Being transparent and open builds a strong foundation with our customers, suppliers and people.
- Integrity | Honesty and respect are the foundation of strong working relationships.
- Reliability | Our professional, service-focused approach ensures we consistently deliver for our customers.
- Innovation | We are committed to continuous improvement and finding better ways to support our customers.
- 100% Commitment to Safety | We believe all injuries are preventable and that everyone has the right to go home safely every day.

About the Role

We are looking for a Key Accounts Coordinator to join our team and support the management of some of Freight Assist's major customer accounts.

This is a relationship-focused and customer-centric role, responsible for helping ensure our major customers receive a consistently high level of service. You will act as an important point of contact for nominated customers, monitor service performance, coordinate requests and elevate issues where required.

You will work closely with our Customer Service,



Sales and Operations teams to ensure customer requirements are understood, communicated and delivered.

Key Responsibilities

- Develop and maintain strong relationships with nominated key customers.

- Act as a key point of contact for customer queries, requests and service issues.

- Identify and appropriately escal service issues and customer concerns.

- Monitor account activity and service performance to ensure customer expectations and contractual commitments are being met.

- Maintain accurate account management spreadsheets, reports and updates.

- Prepare and provide KPI, DIFOT and performance reporting to relevant stakeholders.

- Monitor delivery timeframes, timeslot bookings and other key service requirements.

- Conduct regular account management calls to understand customer satisfaction, identify concerns and strengthen relationships.

- Identify opportunities for improved service and, where appropriate, potential new business opportunities.

- Work collaboratively with internal teams to resolve issues and improve customer outcomes.

- Assist customers with system training and support as required.

- Coordinate IT or system-related requests from key customers.

- Support the damage claims process when required.

- Provide professional and timely support to customers via phone and email.

- Answer inbound customer calls and respond to enquiries.

- Assist with customer bookings, collections and general service requests.

- Provide support to customer service during staff absences or periods of increased workload.

- Ensure customer enquiries and complaints are appropriately recorded and escalated.

- Maintain a high standard of communication and responsiveness, with customer enquiries responded to within two hours wherever reasonably possible.





- Work closely with Customer Service, Sales and Operations to ensure customer requirements are communicated effectively.

- Provide feedback to internal teams to support service improvements and customer retention.

- Assist with sales administration and develop an understanding of the sales (including ad hoc quoting) and account management process.

- Participate in training and cross-functional support as required.

About You

We are looking for someone who is customer-focused, organised and relationship-driven, with the confidence to communicate with both customers and internal stakeholders.

You will ideally have:

- Previous experience in customer service, account management or a similar role.

- Strong communication and relationship-building skills.

- A genuine focus on providing an excellent customer experience.

- Excellent verbal and written communication skills.

- Strong attention to detail and a high level of accuracy.

- The ability to manage multiple priorities in a fast-paced environment.

- Intermediate to advanced Microsoft Office skills, particularly Excel.

- Strong organisational and administrative skills.

- The confidence to identify and escalation issues when required.

- A proactive, solutions-focused approach.

- A robust work ethic and willingness to learn.

- The ability to work collaboratively as part of a team.

- A positive can-do attitude.

- Experience within transport, freight or logistics - Advantageous.

Why Join Freight Assist?

This is an opportunity to join an established Australian transport and logistics business where relationships, service and continuous improvement genuinely matter.

You will have the opportunity to build strong relationships with major customers, develop your account management skills and gain further experience across customer service and sales administration, while working alongside an experienced and supportive team.

If you believe you have the skills, attitude and motivation to succeed in this role, we would love to hear from you.

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📌 Key Account Coordinator (Major Accounts) (Melbourne)
🏢 Freight Assist Australia
📍 Melbourne