Wollongong | Senior Customer Experience Officer

About First Choice Couriers

First Choice Couriers is a family-owned transport and logistics company that’s been operating across the Illawarra, Southern Highlands, and South Coast since 1999. With more than 140 team members across our sites, we’re proud to be one of the region’s largest local transport providers.

We provide transport, warehousing, and logistics services for businesses across the region and beyond. Everything we do is guided by our values – Compassion, Excellence, Respect, and Integrity.

We believe valuable people, good service and strong relationships are what make the difference.

Senior Customer Service Officer

As our Senior Customer Experience Officer, you sit at the intersection of customer experience and financial operations. You handle the enquiries that need real judgement, the accounts that need close attention.

You’re also the first person your team turns to when something gets complicated — and the person who steps up when your Supervisor is away. You work closely with Operations, Finance, and with customers, agents, and suppliers outside FCC.

This is a full-time position and is based in Unanderra, NSW.

What’s on Offer

- Permanent full-time employment with a locally owned business
- A varied, senior role where no two days are the same
- Genuine responsibility and the trust that comes with it
- Supportive leadership and a team that values what you bring
- Training and development opportunities to grow your skills
- A company guided by real values — Compassion, Excellence, Respect, Integrity and Fun

What You’ll Be Doing

- Handle customer enquiries by phone and email, and manage exceptions and escalations from start to finish
- Investigate issues, find the right answer, and follow up until the customer is looked after




- Record customer invoices in MYOB, match incoming payments, and keep the receivables ledger up to date
- Follow up overdue accounts and maintain the AR ageing report for weekly review
- Check and enter supplier invoices in MYOB, reconcile statements, and prepare weekly payment lists for approval
- Maintain customer account files, rate cards, and agent arrangements
- Support new customer onboarding and keep account information accurate for the sales team
- Be the first point of escalation for the team, and step in as temporary supervisor when needed
- Contribute to process improvements, SOP upkeep, and the development of team members

What You’ll Bring

- Solid experience in customer service and accounts, ideally across both
- Confidence in MYOB and the ability to pick up new systems quickly — TransVirtual experience is a plus
- Clear, professional communication with customers, colleagues, and senior stakeholders
- A sharp eye for detail with numbers, records, and deadlines
- The ability to stay calm and take the lead when a situation gets difficult
- Experience being the go-to person on a team, or supporting new starters
- A satisfactory criminal history check
- Full Australian working rights

Why First Choice Couriers?

At First Choice Couriers, people matter. We work hard, support each other, and take pride in what we do.

Many of our team members have grown their careers with us over the years, and we’re proud of the positive and down-to-earth culture we’ve built.

If you’re looking for a role where you can be part of a good team and make a real contribution each day, we’d love to hear from you.

Apply now and make First Choice your best choice.

First Choice Couriers is committed to building a workplace where everyone feels welcomed, respected, and supported. We encourage applications from people of all backgrounds and experiences.

📌 Senior Customer Experience Officer (Unanderra)
🏢 First Choice Couriers
📍 Unanderra