Act as the primary liaison between customers, shipping lines, transport providers and overseas offices. Manage end-to-end communication, documentation, tracking and administration for sea and air shipments. Combine customer relationship management with accurate data management to provide explicit shipment milestone visibility through in-house platforms and dashboards, delivering a seamless and transparent shipping experience.

Responsibilities

Operational

- Process and manage customer orders accurately, on time and cost-effectively, in line with established procedures and customer expectations.
- Maintain accurate, up-to-date order records and communicate changes or issues to relevant stakeholders.
- Resolve service issues proactively with relevant stakeholders, escalating complex cases to senior colleagues or the supervisor/manager.
- Escalate non-conformance issues for corrective action.
- Respond promptly to stakeholder enquiries.
- Work with service providers, including 2PL and 3PL partners, to resolve warehouse, customs and trucking issues and support timely delivery.
- Keep processes documented and review standard operating procedures (SOPs) after updates by Logistics Analysts.
- Carry out other responsibilities assigned by supervisors/managers

Stakeholder Management

- Provide excellent customer service and address customer concerns promptly and professionally.
- Keep customers informed and ensure orders are fulfilled in line with their expectations.
- Identify service gaps,



recommend improvements and implement solutions to improve customer satisfaction.
- Build and maintain strong customer relationships to encourage repeat business and loyalty.
- Collaborate with cross-functional teams to achieve shared goals.
- Communicate clearly with internal and external stakeholders to ensure efficient, accurate order fulfilment.
- Maintain and strengthen relationships with vendors and suppliers.

Insights and Reporting

- Generate and analyse reports to identify trends and improvement opportunities, and recommend changes to improve process efficiency and effectiveness.
- Work with the supervisor/manager to implement process improvement initiatives.
- Prepare performance metrics and supporting data for stakeholder presentations by the supervisor/manager. Explain and account for variances between reporting periods accurately and on time.

Qualifications:

- Good command of written and spoken English.
- Previous experience in international freight forwarding.
- Proficiency with PC applications and Microsoft Office tools.
- Strong analytical and data management skills.
- Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP and data analysis functions.
- Strong Microsoft PowerPoint skills for preparing business presentations and reporting materials.
- Experience in reporting, data visualisation and performance analytics is an advantage.
- Hands-on CargoWise experience in logistics, freight forwarding or supply chain operations is highly preferred.

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📌 Associate, Customer Service & Support (Sydney)
🏢 APL Logistics
📍 Sydney