We are a well-established national and international logistics provider seeking an experienced Customer Service & Operations Manager to lead our Melbourne freight forwarding operations.

This is a hands-on leadership role responsible for overseeing day-to-day operations, driving service performance, and ensuring exceptional customer outcomes across air and sea freight activities.

About the Role

You will be responsible for managing and coordinating the Customer Service and Operations team, ensuring efficiency, accuracy, and high service standards across all shipments. You will work closely with senior management to drive KPIs, improve processes, and support key client relationships.

Key Responsibilities

Oversee daily operations and customer service activities within the branch

Manage key client accounts, ensuring service excellence and commercial performance

Drive KPIs and service performance objectives

Coordinate airfreight operations and urgent shipments

Lead and support the operations and customer service team

Resolve customer issues promptly and professionally

Implement and improve operational processes and procedures





Ensure compliance with internal policies and customer requirements

Support monthly branch performance and reporting

About You

Strong leadership and team management skills

High level of customer service focus

Ability to work in a fast-paced, deadline-driven environment

Strong problem-solving and decision-making capability

Excellent communication and stakeholder management skills

Solid knowledge of CargoWise (highly regarded)

Commercial awareness including costing and billing processes

Hands-on, proactive, and team-oriented approach

What’s on Offer

Opportunity to lead a key branch within a growing logistics business

Supportive leadership and cooperative team environment

Career progression and development opportunities

Competitive salary package

Applicants must have full working rights in Australia.

We are an equal opportunity employer and maintain a safe, alcohol and drug-free workplace. Pre-employment and random testing may apply.

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📌 Customer Service (Melbourne)
🏢 FJT Logistics
📍 Melbourne