Job Description

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- Permanent full-time role based at Brisbane Freight Terminal, Acacia Ridge
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- Join a collaborative team supporting Australia’s rail freight network on a rotating shift roster
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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, Pacific National transports millions of tonnes of critical freight around the country. We move intermodal containers, coal, steel and bulk commodities that keep Australia moving.

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An opportunity is available for a Customer Service Officer to join our Intermodal team, based at Brisbane Freight Terminal in Acacia Ridge.

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What You’ll Do

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As a key member of our Intermodal team, you’ll provide exceptional customer service and operational support, helping ensure freight bookings, customer enquiries and terminal activities are managed safely and efficiently.

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Reporting to the Customer Service Team Leader, you’ll work collaboratively with customers and operational teams across a rotating roster to coordinate freight movements, resolve issues and deliver a reliable customer experience.

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Your responsibilities will include:

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- Managing customer freight bookings, amendments and cancellations to meet operational requirements.
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- Liaising with customers, truck drivers, Fleet Controllers and terminal operations teams to coordinate freight movements and resolve issues.
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- Prioritising freight requirements and managing booking exceptions to maximise service utilisation.
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- Responding to customer enquiries about freight movements, schedules, rates,



policies and services.
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- Investigating and resolving gate exceptions, booking discrepancies and truck and trailer weight issues using transport management systems.
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- Managing customer complaints and service issues, ensuring timely resolution and identifying opportunities for continuous improvement.
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- Working collaboratively across day and afternoon operations while confidently managing tasks independently when required.
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This role operates on a rotating fortnightly roster, with shifts between 5:00am and 6pm Monday to Friday, including one Saturday shift every 5 weeks.

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What You’ll Bring

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You’ll be a customer-focused and proactive team member who enjoys working in a fast-paced operational environment. You’ll have strong communication skills, a practical approach to problem-solving and the ability to balance competing priorities while maintaining accuracy.

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You’ll also bring:

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- Experience in customer service or operational administration within a fast-paced environment.
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- Transport, logistics, freight or supply chain experience, which is highly regarded but not essential.
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- Strong communication and relationship-building skills,



with the ability to work effectively with customers and operational teams.
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- Excellent problem-solving and decision-making skills, including the ability to prioritise competing demands.
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- The ability to work autonomously while contributing positively to a collaborative team.
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- Robust attention to detail and a commitment to delivering accurate, high-quality work.
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- Flexibility to work a rotating roster and undertake occasional overtime to support operational requirements.
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Why Join Us?

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At Pacific National, we value the contribution of every team member and are committed to creating an inclusive workplace where everyone feels respected, supported and accepted.

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Some of the benefits we offer include:

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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 our Employee Assistance Program through Sonder.
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Our values guide how we work every day: Make it Simple, Share More, Kindness, Gratitude, Curiosity and Own It. Together, these values help us build strong connections, support one another and deliver our best work.

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Ready to Deliver What Matters?

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If you’re passionate about customer service, enjoy working in a dynamic operational environment and want to contribute to Australia’s freight network, we’d love to hear from you.

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Click Apply Now to start your journey with Pacific National.

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Learn more at https://www.pacificnational.com.au/careers

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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 Service Officer (Brisbane)
🏢 Pacific National
📍 Brisbane