Job Description
/n Customer Engagement Specialist – Intermodal (Strategic Customer Relationship Focus) /n /n
- Build trusted relationships with strategic Intermodal customers and support customer growth across the Pacific National network. /n
- Partner with customers and internal teams to deliver practical solutions, optimise service outcomes and support customer success. /n
- Safely Every Day — That’s Our Promise /n /n Join Pacific National – Australia’s largest private rail freight operator /n Every day we transport millions of tonnes of critical freight around the country for our customers. We haul coal, intermodal containers, steel, and bulk commodities that keep Australia moving. /n An opportunity has presented itself for a Customer Engagement Specialist to join our Intermodal team in Melbourne. /n

What You'll Do
/n Act as a key customer contact for a portfolio of strategic Intermodal customers, supporting day-to-day requirements while identifying opportunities to maximise service outcomes, support customer growth and optimise use of the Pacific National network. /n Working across Customer Service, Planning, Operations and Sales teams, you will advocate for customer priorities, coordinate solutions and help customers maximise the value of Pacific National's services. /n Reporting to the Customer Service Principal, you will: /n /n
- Build and maintain trusted relationships with strategic Intermodal customers, understanding their supply chain requirements and supporting positive customer outcomes. /n
- Coordinate customer requirements across the Pacific National network, including new volume opportunities, service requests,



peak demand planning and tailored freight solutions. /n
- Drive customer outcomes by working across Customer Service, Planning, Operations and Sales teams to identify opportunities, remove barriers and deliver practical solutions. /n
- Lead customer service issue resolution and recovery activities, maintaining ownership from identification through to closure. /n
- Provide proactive customer communications, service updates, and performance insights during both business-as-usual operations and network disruptions. /n
- Analyse customer and network performance trends to identify opportunities to improve customer experience, service delivery and overall customer outcomes. /n /n What You'll Bring /n /n
- Experience managing strategic customer relationships within transport, logistics, supply chain or similarly complex service environments. /n
- Proven ability to build trusted customer relationships and influence outcomes across stakeholders at all levels, from operational coordinators and planners through to General Managers and executive leadership. /n
- Demonstrated ability to understand customer priorities, identify material impacts and drive solutions through to resolution. /n
- Robust problem-solving skills and decision-making skills,



with the ability to remain composed, prioritise effectively and drive outcomes in complex and high-pressure situations. /n
- Strong understanding of freight, logistics or supply chain networks and the factors that influence customer outcomes. /n
- Understanding of customer contracts, service commitments and commercial drivers, with the ability to balance customer expectations against network capability. /n
- Strong communication skills with the ability to convey complex operational issues, service impacts and solutions to a range of customer and internal stakeholders. /n
- Sound analytical and organisational skills with a focus on continuous improvement. /n
- Experience using business systems such as CRM, TMS, customer portals, or similar platforms. /n /n Why Join Us? /n At Pacific National we value the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted. /n Some of the benefits

we offer
are: /n /n
- Paid parental leave /n
- Novated Leasing /n
- Fitness Passport /n
- Purchase leave program /n
- Access to EAP program through Sonder /n /n We live by our Values: Make it Simple, Share More, Kindness, Gratitude, Curiosity, and Own It – helping us build strong connections and do our best work every day. /n Ready to deliver what matters? /n Click ‘Apply Now’ and start your journey with Pacific National. Learn more at https://www.pacificnational.com.au/careers /n Pacific National acknowledges the Traditional Custodians of the land on which we work, live and rail. /n

📌 Customer Engagement Specialist (Melbourne)
🏢 Pacific National
📍 Melbourne