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 significant 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 verba

📌 Key Account Coordinator (Port Phillip City)
🏢 Freight Assist Australia
📍 Port Phillip City