InXpress is a global freight and logistics franchise organisation celebrating over 25 years of international success. We specialise in helping businesses simplify their shipping and logistics, providing access to world-class carrier services, competitive pricing, and powerful technology solutions.

Operating across 14 countries, InXpress partners with leading global and domestic freight carriers to deliver reliable international and domestic shipping solutions. Our franchise network works with businesses every day to move goods across cities, countries, and continents.

Our model combines entrepreneurial franchise ownership with the strength of a global logistics network, supported by our proprietary shipping and transport management technology. This enables our franchisees to provide tailored logistics solutions and exceptional service to their customers.

As a technology-enabled and forward-thinking franchisor, we are committed to innovation, operational excellence, and supporting the success of our franchise network. At the heart of InXpress are our people, both our corporate team and franchisees, who live our GREAT values every day: Gives Back | Results Driven | Energetic & Fun | All In | Targeted Improvement.

These values shape how we work together, how we support our franchisees, and how we deliver outstanding logistics solutions to our customers.

About the Role:

Credits and adjustments is where our franchisees’ margin is either protected or quietly lost. When a carrier bills incorrectly, misses a service commitment, or applies the wrong rate, someone has to notice it, build the case, argue it, and see it through to a credit. That function is this role.

You will be the subject-matter expert for this function — owning the process, working complex cases personally, and setting the standard for local & offshore support staff. This is a hands‑on specialist role rather than a formal management position, with a strong focus on high-volume, detail-driven dispute resolution and protecting franchisee margin.

You will work closely with carrier billing and operations contacts, the AU/NZ Operations team, offshore support staff and franchise owners to ensure claims are progressed accurately, efficiently and transparently.

Key Responsibilities:

- Own the end-to-end credits and adjustments process, including intake,



evidence requirements, claim construction, submission, follow-up and resolution.
- Set and maintain turnaround expectations, with clear visibility over open, ageing and stuck cases.
- Apply sound judgement to determine which discrepancies should be pursued, balancing recovery opportunity against the effort required.
- Develop and maintain clear written SOPs, process documentation and training materials so the function is consistent and not reliant on individual knowledge.
- Build and maintain effective working relationships with carrier billing and operations contacts across the carrier panel.
- Escalate disputes persistently and professionally, holding a clear position based on evidence while maintaining productive carrier relationships.
- Coordinate the day-to-day work of one to two offshore support staff, including priorities, work standards and quality expectations.
- Review offshore support output for quality and provide clear, specific feedback; elevate capability or conduct concerns to the Senior Manager.
- Maintain accurate case information in the CRM and produce meaningful reporting on recovery rates, turnaround times, ageing and carrier-by-carrier patterns.
- Identify recurring root causes behind billing and adjustment issues and work with Operations and Operations Technology teams to prevent errors upstream.
- Provide timely acknowledgement and transparent progress updates to franchisees, recognising that responsiveness is as key as the ultimate recovery outcome.
- Support franchisees as independent business owners through clear communication, demonstrated value and practical guidance rather than direction.

Measure of Success:

- Recovery rate — credits secured against claims lodged.
- Turnaround time — claim lodged to resolution and overall case ageing profile.
- Accuracy — minimising claims rejected because of insufficient or incorrect evidence.




- Franchisee responsiveness — time to acknowledge claims and provide updates on open cases.
- Quality and consistency of offshore support output.

About You:

We are looking for someone who enjoys working in a dynamic logistics environment and supporting others to succeed.

You may currently work in:

- Domestic Transport & logistics operations
- Shipping or supply chain support

Ideally you will have:

- 3+ years’ experience in small-parcel, freight or logistics operations, including shipment tracking, exception resolution and coordination with carriers.
- Experience resolving billing disputes, credits, claims or adjustments with carriers or suppliers, including building evidence and presenting a clear case.
- Experience setting quality standards for others’ work and providing direct, specific feedback as a team lead, senior specialist, trainer or subject-matter expert.
- Demonstrated experience developing SOPs and standardising processes, including documentation used by others.
- Strong CRM proficiency for case management, customer data and reporting, such as Salesforce, HubSpot or similar platforms.
- High attention to detail and accuracy across a high volume of cases.
- Clear written and verbal communication skills with internal teams, external partners and independent business owners.
- Experience designing and delivering training material or process documentation for diverse audiences.
- Strong analytical and problem-solving skills, with the ability to identify patterns, root causes and opportunities for process improvement.
- Experience in a franchise network or supporting independent business owners rather than internal departments.
- Strong experience within the transport, freight or logistics industry, with practical knowledge of carrier billing processes, including reviewing carrier invoices, identifying billing discrepancies, managing credits and adjustments, and resolving billing disputes directly with carriers.
- Experience working with, coordinating or quality-checking offshore or distributed team members.
- Prior people leadership experience, although this role does not carry formal people-management responsibility
- Freight audit, carrier invoice validation or claims experience.
- Bachelor’s degree in business administration or a related field.

#J-18808-Ljbffr

📌 Credit & Adjustment Specialist - AU/NZ (Queensland)
🏢 InXpress
📍 Queensland