Freight Assist Australia Pty Ltd is a family owned and operated, leading bulk transport and logistics provider, specialising in general and express freight Australia-wide. We take a solution-driven approach and strive to maintain an uncompromised service level in everything we do. Our core specialties span a range of industries including food, manufacturing, general products and dangerous goods (packaged and bulk).
About the Role and the Team
We are recruiting an experienced individual to join our Customer Service team in Smithfield NSW as a PM Administration & Customer Service Officer.
This is a full-time position based at our Sydney Depot, working the afternoon shift. Starting at 3pm daily (Mon-Fri), you will be paid an hourly rate, plus overtime at award rates and meal allowances where applicable.
Our Customer Service team plays an integral role in the operational and administrative functioning of our business. Your focus will be making sure every consignment is entered correctly, freight is manifested and dispatched each day, and PODs are uploaded within KPI requirements. You will also support the wider Customer Service team so we meet our customers’ expectations.
We are not your usual Customer Service team. We understand that every enquiry is different and every situation needs a unique approach. We are driven by excellence and aim for a high standard of service for our customers every day.
Areas of Responsibility
- Enter consignments into TMS with a high level of accuracy.
- Process load plans and create manifests for interstate linehaul movements each night.
- Email manifests to interstate depots and agents, following correct procedures
- CreatE on-forwarding manifests and booking agents where required.
- Completing Dangerous Goods manifests where applicable, ensuring the correct paperwork travels with each driver.
- Process local driver run sheets for FAA and subcontractor drivers at the end of the day, including checking PODs, pallet exchanges and finish times.
- Complete daily reports, including Freight Left in Depot, Daily Pickups and the National Linehaul Summary.
- Collate PODs and follow up outstanding items to maintain service standards.
- Answering inbound calls and resolving customer queries promptly and professionally.
- Managing time slot bookings and assisting with customer collections.
- Escalating customer complaints appropriately.
- Liaising with internal and external stakeholders, including FAA depots nationally.
- Supporting safety, compliance and Chain of Responsibility requirements.
- Attending weekly customer service meetings and toolbox talks.
- Capture ancillary charges.
- Other administrative and customer service duties as required.
Experience and Skills
- Minimum 3 years’ experience in customer service and/or data processing.
- Knowledge of the transport and logistics industry (highly regarded).
- Excellent attention to detail and accuracy.
- Solid verbal and written communication skills, with professional phone skills.
- Advanced computer literacy, including MS Word and Excel.
- Strong time management, planning and organisational skills.
- Ability to work under pressure and solve problems using available resources and teamwork.
- A professional, confident manner, and a positive approach to change.
- A team player who is reliable, efficient and willing to support others.
- Working knowledge of WHS principles; knowledge of dangerous goods requirements would be an advantage.
Additional Information
A current National Police Check will be required prior to employment.