Job Description
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Customer Engagement Specialist – Intermodal (Strategic Customer Relationship Focus)
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Build trusted relationships with strategic Intermodal customers and support customer growth across the Pacific National network.
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Partner with customers and internal teams to deliver practical solutions, optimise service outcomes and support customer success.
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Safely Every Day — That's Our Promise
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Join Pacific National – Australia's largest private rail freight operator
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Every day we transport millions of tonnes of critical freight around the country for our customers. We haul coal, intermodal containers, steel, and bulk commodities that keep Australia moving.
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An opportunity has presented itself for a Customer Engagement Specialist to join our Intermodal team in Melbourne.
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What You'll Do
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Act as a key customer contact for a portfolio of strategic Intermodal customers, supporting day-to-day requirements while identifying opportunities to maximise service outcomes, support customer growth and optimise use of the Pacific National network.
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Working across Customer Service, Planning, Operations and Sales teams, you will advocate for customer priorities, coordinate solutions and help customers maximise the value of Pacific National's services.
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Reporting to the Customer Service Principal, you will:
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Build and maintain trusted relationships with strategic Intermodal customers, understanding their supply chain requirements and supporting positive customer outcomes.
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Coordinate customer requirements across the Pacific National network, including current volume opportunities,



service requests, peak demand planning and tailored freight solutions.
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Drive customer outcomes by working across Customer Service, Planning, Operations and Sales teams to identify opportunities, remove barriers and deliver practical solutions.
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Lead customer service issue resolution and recovery activities, maintaining ownership from identification through to closure.
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Provide proactive customer communications, service updates, and performance insights during both business-as-usual operations and network disruptions.
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Analyse customer and network performance trends to identify opportunities to improve customer experience, service delivery and overall customer outcomes.
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What You'll Bring
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Experience managing strategic customer relationships within transport, logistics, supply chain or similarly complex service environments.
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Proven ability to build trusted customer relationships and influence outcomes across stakeholders at all levels, from operational coordinators and planners through to General Managers and executive leadership.
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Demonstrated ability to understand customer priorities, identify material impacts and drive solutions through to resolution.
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Strong problem-solving skills and decision-making skills,



with the ability to remain composed, prioritise effectively and drive outcomes in complex and high-pressure situations.
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Strong understanding of freight, logistics or supply chain networks and the factors that influence customer outcomes.
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Understanding of customer contracts, service commitments and commercial drivers, with the ability to balance customer expectations against network capability.
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Strong communication skills with the ability to convey complex operational issues, service impacts and solutions to a range of customer and internal stakeholders.
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Sound analytical and organisational skills with a focus on continuous improvement.
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Experience using business systems such as CRM, TMS, customer portals, or similar platforms.
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Why Join Us?
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At Pacific National we value the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted.
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Some of the benefits we offer are:
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Paid parental leave
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Novated Leasing
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Fitness Passport
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Purchase leave program
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Access to EAP program through Sonder
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We live by our Values:
Make it Simple, Share More, Kindness, Gratitude, Curiosity, and Own I
t – helping us build strong connections and do our best work every day.
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Ready to deliver what matters?
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Click 'Apply Now' and start your journey with Pacific National. Learn more at

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Pacific National acknowledges the Traditional Custodians of the land on which we work, live and rail.
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📌 Customer Engagement Specialist (Melbourne)
🏢 Pacific National
📍 Melbourne